Analista de Customer Service , Delivery Station Customer Support

Amazon Inc.; Canoas; Hybrid; BRL 42,000 - 66,000; Full time

Job summary

Amazon is seeking a Delivery Station Customer Service Associate in Canoas, Brazil. This on-site role requires handling customer inquiries by phone and email from a last-mile warehouse, including weekend and holiday coverage.

You will liaise with the warehouse, delivery partners, and customers to resolve issues and provide clear guidance. The position requires English fluency, a high school diploma, and experience with Microsoft Office and customer service.

Qualifications

• Fluent in English (speaking, reading, writing).
• High school diploma or equivalent.
• Experience with Microsoft Office and Outlook.
• Experience in customer service.

Responsibilities

• Communicate with customers via phone and email.
• Empathize with and prioritize customer needs.
• Uphold company values and treat every customer with respect.
• Resolve issues and set appropriate expectations with customers.
• Understand and respond to customer concerns.
• Compose accurate written responses to inquiries.
• Approach problems logically to ensure best outcomes.
• Make quick, effective decisions on behalf of the customer.

Skills

English fluency

Customer service

Education

High school or equivalent

Bachelor’s degree (preferred)

Tools

Microsoft Office

Outlook

Job description

This is a full-time, permanent, non-remote position based in Canoas - RS and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Brazil in order to be eligible for consideration.

As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing real-time, hands‑on support at the station to ensure our customers receive their packages on time, as promised.

As a Delivery Station Customer Service Associate, you will be responsible for:

• Communicating with customers via phone and email;
• Empathizing with and prioritizing customer needs;
• Upholding company values and treating every customer with respect;
• Resolving issues and setting appropriate expectations with customers;
• Clearly understanding and responding appropriately to customer concerns;
• Consistently composing grammatically correct, concise, and accurate written responses to customer inquiries;
• Approaching problems logically and with good judgment to ensure the best customer outcome;
• Making quick and effective decisions on behalf of the customer.

This is an on‑site position with a 5x2 schedule, including weekends and holidays.

A day in the life

You’ll be based at one of our last‑mile delivery warehouses, where Amazon’s leading logistics system operates. As orders are dispatched and delivered, you’ll be in contact with our warehouse, associates, delivery partners and customers when they need guidance. Helping resolve issues to ensure that the customer receives his package or a solution to their problem.

Operating at the heart of Amazon’s logistics, you’ll develop logistical and customer expertise that sets Amazon apart. You’ll connect with our customers every day, using your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses.

Basic Qualifications

• Speak, write, and read fluently in English
• High school or equivalent
• Experience with Microsoft Office (Excel, Word, PowerPoint) and Outlook
• Experience in Customer Service

Preferred Qualifications

• Bachelor’s degree in a relevant field or equivalent work experience
• Experience reviewing and analyzing performance metrics to identify areas of opportunity that will drive performance improvement

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.