Associate - Delivery Customer Service

Amazon UAE; Dubai; On-site; AED 66,960 - 100,440; Full time

Job summary

The Associate - Delivery Customer Service role at Amazon UAE in Dubai is based at a last-mile delivery station, connecting customers, station teams, and partners to resolve delivery issues. You will investigate failed deliveries, contact customers, identify barriers, and coordinate practical resolutions to enable same-day delivery where possible.

Ideal candidates have at least 6 months SDS Resolution Specialist experience, strong phone and empathy skills, and attention to detail.

Qualifications

• At least 6 months of SDS Resolution Specialist experience.
• Experience resolving delivery, logistics, or customer-service issues is beneficial.
• Strong telephone communication and active-listening skills.
• Ability to show empathy and maintain customer confidence during difficult situations.
• Strong attention to detail when reviewing addresses, delivery records, and case information.

Responsibilities

• Communicate with customers by telephone regarding failed or potentially unsuccessful deliveries.
• Listen carefully to customer concerns and demonstrate empathy during interactions.
• Explain issues clearly and confirm actions being taken to resolve them.
• Investigate delivery cases to identify barriers and coordinate solutions.
• Provide customers with accurate information about package status and delivery expectations.
• Work with Delivery Service Partners to develop practical solutions for successful delivery.
• Aim to reconnect parcels with customers on the same day when possible.
• Record complete case details across systems and maintain case history.
• Escalate complex issues to appropriate leadership when needed.

Skills

Delivery customer service

Telephone support

Customer empathy

Case management

Delivery barrier removal

Active listening

Attention to detail

Job description

Associate - Delivery Customer Service Job Snapshot

Location: Dubai, United Arab Emirates

Industry: Package‑Freight Delivery

Function: Customer Support – Client Care

Experience: 6 months of SDS Resolution Specialist experience

Job Type: Full‑time

Job Details: Country: United Arab Emirates, City: Dubai, Salary: 6000–9000 (estimated range)

Role Context: The Associate - Delivery Customer Service will be based at an Amazon last‑mile delivery station, where customer orders are prepared and dispatched for final delivery. The position serves as a direct connection between customers, station teams, Customer Service, and Delivery Service Partners when a parcel has failed delivery or is at risk of not arriving as promised.

The associate will investigate each case, contact the customer, identify the delivery barrier, and coordinate a practical resolution. The objective is to enable same‑day delivery where possible or improve the likelihood of success during the next delivery attempt.

Key Responsibilities

• Communicate directly with customers by telephone regarding failed or potentially unsuccessful deliveries.
• Listen carefully to customer concerns and demonstrate empathy throughout each interaction.
• Build trust by explaining the issue clearly and confirming the actions being taken to resolve it.
• Investigate delivery cases to identify incorrect addresses, access restrictions, unavailable recipients, driver concerns, or other barriers.
• Provide customers with accurate and current information about package status and delivery expectations.
• Work with customers and Delivery Service Partners to develop practical solutions that support successful delivery.
• Aim to reconnect parcels with customers on the same day whenever operationally possible.
• Coordinate next‑attempt delivery arrangements when same‑day resolution cannot be achieved.
• Record complete and accurate case details across customer‑service and logistics systems.
• Maintain close attention to delivery instructions, contact information, timelines, and case history.
• Proactively resolve routine problems with limited supervision.
• Escalate complex or high‑risk delivery issues to the appropriate operational or leadership team.
• Build strong working relationships with station associates, delivery teams, Customer Service colleagues, and Delivery Service Partners.
• Communicate with internal workgroups through face‑to‑face discussions and virtual correspondence.
• Highlight recurring barriers and proposed solutions to station managers and senior leadership.
• Work confidently across multiple online platforms, communication tools, and operational systems.
• Manage several customer cases simultaneously while meeting restricted resolution timelines.
• Prioritize urgent issues according to delivery status, customer impact, and operational deadlines.
• Maintain professional communication during difficult, emotional, or time‑sensitive conversations.
• Contribute observations that can improve delivery processes and reduce repeated customer contacts.
• Follow customer privacy, information security, station safety, and operational procedures.
• Work a flexible full‑time schedule of 40 or more hours per week when operationally required.
• Perform duties within an active delivery‑station environment where noise levels may vary and hearing protection is provided.

Ideal Profile

• At least 6 months of experience as an SDS Resolution Specialist.
• Previous experience resolving delivery, logistics, or customer‑service issues is beneficial.
• Strong telephone communication and active‑listening skills.
• Ability to show empathy and maintain customer confidence during difficult situations.
• Strong attention to detail when reviewing addresses, delivery records, contact notes, and case information.
• Practical problem‑solving skills with the ability to act independently when guidance is limited.
• Ability to work accurately and calmly in a fast‑paced environment.
• Confidence collaborating with frontline employees, Delivery Service Partners, managers, and senior stakeholders.
• Comfortable using several systems and online platforms during the same customer interaction.
• Experience using Microsoft Windows operating systems is preferred.
• Familiarity with Microsoft Outlook is advantageous.
• Ability to manage changing priorities and strict resolution deadlines.
• Willingness to work flexible schedules based on delivery‑station requirements.
• Comfortable working in a logistics environment where operational noise may occasionally be high.

Skills Set

• Delivery customer service
• Customer Support – Client Care
• Failed delivery resolution
• Telephone customer support
• Delivery issue investigation
• Customer empathy
• Case management
• Delivery barrier removal
• Last‑mile logistics
• Delivery Service Partner coordination
• Parcel tracking
• Same‑day delivery support
• Customer communication
• Problem resolution
• Escalation management
• Operational collaboration
• Attention to detail
• Multitasking
• Time‑sensitive case handling
• Online support platforms
• Logistics systems
• Microsoft Windows
• Microsoft Outlook
• Customer privacy
• Stakeholder communication
• Delivery station operations

Why Join Us

This role offers direct involvement in Amazon 's last‑mile customer experience, where each resolved delivery issue can make an immediate difference to a customer. The associate will develop practical expertise in customer support, delivery operations, logistics systems, case investigation, and partner coordination. The position provides a strong foundation for career development across customer service, logistics, delivery operations, quality, and team leadership. It is well suited to a customer‑focused professional who enjoys solving real‑time problems and working closely with operational teams.

About the Company

Amazon is a global technology, e-commerce, and logistics company serving customers through online marketplaces, fulfillment centers, transportation networks, and last‑mile delivery stations. Its customer‑service and delivery teams work together to resolve package issues, reduce customer effort, and provide reliable delivery experiences.