Last‑Mile Delivery Support Specialist

Amazon UAE

Dubai

On-site

AED 66,960 - 100,440

Full time

14 days+

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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.