Delivery Station Customer Service Associate

Amazon UAE; Dubai; On-site; AED 50,220 - 78,120; Full time

Job summary

Amazon UAE in Dubai is seeking a Delivery Station Customer Service Associate to manage failed or delayed deliveries, contacting customers and coordinating with Delivery Service Partners to arrange same-day or next-attempt resolutions.

You will explain issues clearly, provide accurate package status, and collaboratively support station performance, customer trust, and timely deliveries in a fast-paced logistics environment.

Qualifications

• Minimum 6 months of SDS Resolution Specialist experience.
• Previous customer service, delivery support, logistics, or issue-resolution experience is beneficial.
• Strong telephone communication and active listening skills.
• Ability to empathize with customers and remain composed during difficult conversations.
• Excellent attention to detail when reviewing package records and delivery information.
• Ability to investigate problems and develop solutions with limited guidance.
• Confidence using multiple online platforms and operational technology systems.
• Good written communication skills for accurate case notes and internal correspondence.
• Ability to work quickly without compromising service quality or information accuracy.
• Strong collaboration skills for working with station teams and Delivery Service Partners.
• Ability to communicate operational barriers and proposed solutions to senior leadership.
• Comfortable working inside a last-mile delivery warehouse.
• Willingness to work flexible schedules based on business requirements.
• Experience using Microsoft Windows operating systems is preferred.
• Familiarity with Microsoft Outlook is advantageous.
• Ability to perform effectively in a busy and sometimes noisy logistics environment.

Responsibilities

• Contact customers by telephone regarding failed, delayed, or potentially unsuccessful deliveries.
• Listen carefully to customer concerns and respond with patience, empathy, and professionalism.
• Build customer confidence by explaining delivery issues clearly and outlining available resolution options.
• Investigate delivery barriers such as incomplete addresses, access restrictions, unavailable recipients, or missing instructions.
• Provide accurate and current information about package status and expected delivery outcomes.
• Coordinate with customers and Delivery Service Partners to support same-day delivery or the next suitable attempt.
• Record complete, accurate, and clear notes for every customer interaction and delivery case.
• Review information received from Amazon Customer Service and Delivery Service Partners.
• Use internal systems to track packages, investigate delivery events, and update case progress.
• Resolve routine delivery problems independently while following approved procedures and escalation routes.
• Work closely with station teams, dispatch personnel, drivers, and customer support groups.
• Maintain productive working relationships through face-to-face communication and virtual correspondence.
• Escalate serious or recurring delivery barriers to supervisors and senior leadership.
• Explain operational problems clearly and contribute to practical corrective solutions.
• Manage multiple customer cases and online systems within restricted timeframes.
• Maintain high standards of accuracy while working in a fast-paced logistics environment.
• Protect customer information and follow all privacy, security, and communication requirements.
• Support station performance by helping reconnect failed-delivery parcels with customers.
• Work a flexible full-time schedule of 40 or more hours per week.
• Work safely in an operational environment where noise levels may vary and hearing protection is provided when necessary.

Skills

Customer service

Last-mile delivery support

Delivery issue resolution

Telephone communication

Customer empathy

Failed delivery management

Package tracking

Delivery Service Partner coordination

Case management

Customer complaint resolution

Problem-solving

Operational escalation

Logistics station support

Same-day delivery recovery

Customer information updates

Online support platforms

Microsoft Windows

Microsoft Outlook

Stakeholder communication

Senior leadership reporting

Attention to detail

Multitasking

Time-sensitive case handling

Data confidentiality

Warehouse customer support

Job description

Job Snapshot

Role: Delivery Station Customer Service Associate

Location: Dubai, United Arab Emirates

Industry: Logistics and Supply Chain

Function: Customer Support-Client Care

Experience: Minimum 6 months of SDS Resolution Specialist experience

Job Type: Full-time

Salary: 4500-7000 (Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer)

Role Context

Delivery Station Customer Service Associate will work from a last-mile delivery station where customer orders are dispatched for final delivery. The role focuses on parcels that have failed delivery or may not reach customers within the promised timeframe. By contacting customers directly and coordinating with Delivery Service Partners, the associate will identify delivery obstacles, provide reliable information, and help arrange same-day delivery or a successful next attempt. This position supports customer satisfaction, delivery performance, and trust in Amazon's logistics network.

Key Responsibilities

• Contact customers by telephone regarding failed, delayed, or potentially unsuccessful deliveries.
• Listen carefully to customer concerns and respond with patience, empathy, and professionalism.
• Build customer confidence by explaining delivery issues clearly and outlining available resolution options.
• Investigate delivery barriers such as incomplete addresses, access restrictions, unavailable recipients, or missing instructions.
• Provide accurate and current information about package status and expected delivery outcomes.
• Coordinate with customers and Delivery Service Partners to support same-day delivery or the next suitable attempt.
• Record complete, accurate, and clear notes for every customer interaction and delivery case.
• Review information received from Amazon Customer Service and Delivery Service Partners.
• Use internal systems to track packages, investigate delivery events, and update case progress.
• Resolve routine delivery problems independently while following approved procedures and escalation routes.
• Work closely with station teams, dispatch personnel, drivers, and customer support groups.
• Maintain productive working relationships through face-to-face communication and virtual correspondence.
• Escalate serious or recurring delivery barriers to supervisors and senior leadership.
• Explain operational problems clearly and contribute to practical corrective solutions.
• Manage multiple customer cases and online systems within restricted timeframes.
• Maintain high standards of accuracy while working in a fast-paced logistics environment.
• Protect customer information and follow all privacy, security, and communication requirements.
• Support station performance by helping reconnect failed-delivery parcels with customers.
• Work a flexible full-time schedule of 40 or more hours per week.
• Work safely in an operational environment where noise levels may vary and hearing protection is provided when necessary.

Ideal Profile

• Minimum 6 months of experience as an SDS Resolution Specialist.
• Previous customer service, delivery support, logistics, or issue-resolution experience is beneficial.
• Strong telephone communication and active listening skills.
• Ability to empathize with customers and remain composed during difficult conversations.
• Excellent attention to detail when reviewing package records and delivery information.
• Ability to investigate problems and develop solutions with limited guidance.
• Confidence using multiple online platforms and operational technology systems.
• Good written communication skills for accurate case notes and internal correspondence.
• Ability to work quickly without compromising service quality or information accuracy.
• Strong collaboration skills for working with station teams and Delivery Service Partners.
• Ability to communicate operational barriers and proposed solutions to senior leadership.
• Comfortable working inside a last-mile delivery warehouse.
• Willingness to work flexible schedules based on business requirements.
• Experience using Microsoft Windows operating systems is preferred.
• Familiarity with Microsoft Outlook is advantageous.
• Ability to perform effectively in a busy and sometimes noisy logistics environment.

Skills Set

• Customer service
• Last-mile delivery support
• Delivery issue resolution
• Telephone communication
• Customer empathy
• Failed delivery management
• Package tracking
• Delivery Service Partner coordination
• Case management
• Customer complaint resolution
• Problem-solving
• Operational escalation
• Logistics station support
• Same-day delivery recovery
• Customer information updates
• Online support platforms
• Microsoft Windows
• Microsoft Outlook
• Stakeholder communication
• Senior leadership reporting
• Attention to detail
• Multitasking
• Time-sensitive case handling
• Data confidentiality
• Warehouse customer support

Why Join Us

This role provides direct involvement in Amazon's last-mile customer experience and offers the opportunity to resolve delivery issues where immediate operational action can make a meaningful difference. The associate will help customers receive their packages while supporting station performance and delivery reliability. The position offers practical experience in logistics operations, customer case management, delivery partner coordination, and technology-driven problem-solving. It is a strong opportunity for a customer service professional seeking development within Dubai's expanding e-commerce and last-mile delivery sector.

About the Company

Amazon is a global technology, e-commerce, logistics, and customer service company focused on making shopping and delivery more convenient for customers. Through its fulfillment centers, last-mile delivery stations, digital platforms, and Delivery Service Partner network, Amazon works to process orders efficiently, resolve delivery issues quickly, and provide a dependable customer experience.