Last-Mile Delivery Support Associate — Same-Day Resolutions (Dubai)

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

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.