Amazon Logistics Trust and Safety Specialist

hace 2 semanas

Barcelona, Barcelona, España Mygwork A tiempo completo

About the Role

We are seeking a highly skilled Trust and Safety Specialist to join our Amazon Logistics, Last Mile team in Europe. As a key member of our team, you will be responsible for managing escalations across Europe, monitoring and auditing third-party performance, and ensuring compliance with Amazon's procedures and SLAs.

Key Responsibilities

  • Manage escalations across Europe in partnership with our third-party provider and internal business teams, meeting the expected quality and SLAs.
  • Monitor and audit third-party performance in resolving customer escalations and identifying where any misses may have occurred.
  • Ensure the third-party provider is compliant with Amazon's procedures and SLAs while achieving quality and performance metrics.
  • Contribute to process improvement initiatives and support colleagues to increase quality and productivity.
  • Evaluate and resolve complex customer issues, escalating unresolved issues to the Management Team as needed.
  • Communicate with both internal and external customers and stakeholders, adjusting the communication style to the audience.
  • Display a positive attitude and optimism at work, proactively encouraging the same in others.

Requirements

  • Advanced proficiency in English, Italian, and French language in both written and verbal communication (C1 Common European Framework of Reference, CEFR).
  • Completed Bachelor's degree or equivalent experience.
  • Previous customer service experience.
  • Proficient in a third language (Spanish or German) is a plus.
  • Relevant experience working with the MS Office suite (Word, Excel, Outlook) is a plus.

About Amazon

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

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