EU Trust and Safety Specialist

hace 4 días

Barcelona, Barcelona, España Amazon A tiempo completo
About the Role

We are seeking a highly skilled EU Trust and Safety Specialist to join our team at Amazon. As a key member of our Delivery Service Partner (DSP) organization, you will play a critical role in managing multiple programs focused on continuous improvement around safety, third-party provider compliance, and customer trust in the last mile of delivery operations.

Key Responsibilities
  • Escalation Management: Manage escalations across Europe in partnership with our third-party providers and internal business teams, ensuring high-quality and timely resolutions.
  • Third-Party Performance Monitoring: Monitor and audit third-party performance in resolving customer escalations and identify areas for improvement.
  • Compliance and Quality Assurance: Ensure third-party providers comply with Amazon's procedures and Service Level Agreements (SLAs) while achieving quality and performance metrics.
  • Process Improvement: Contribute to process improvement initiatives and support colleagues to increase quality and productivity.
  • Issue Escalation and Resolution: Escalate unresolved issues, unclear processes, and guidelines to the Management Team and work to improve customer satisfaction.
  • Emerging Issue Identification: Provide feedback and information about new emerging issues from customers to the Management Team.
  • Team Collaboration: Leverage team knowledge to help resolve recurring customer/third-party provider issues.
  • Communication: Communicate effectively with internal and external customers and stakeholders, adjusting communication style to suit the audience.
  • Leadership and Self-Management: Display a positive attitude and optimism at work, proactively encouraging the same in others, and self-manage on priority tasks and objectives.
Requirements
  • Language Proficiency: Proficiency in English, Italian, and French languages.
  • Education: Completed Bachelor's degree or equivalent experience.
  • Customer Service Experience: Experience in customer service, preferably in a similar role.
  • Stakeholder Management: Experience managing stakeholders in a small to medium-sized organization.
  • Technical Skills: Proficiency in MS Word, Excel, OneNote, and Outlook.
Preferred Qualifications
  • Additional Language Skills: Proficient in a fourth language (Spanish or German).
  • Excel Skills: Good knowledge of Excel.
  • Investigation Experience: Experience in investigating escalations/SDS role/Delivery Station Liaison role.

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