Delivery Station Liaison Agent

Amazon; Reading; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Delivery Station Liaison Agent, where your skills in customer service and problem-solving will shine. In this dynamic role, you'll be the key link between our customers and delivery partners, ensuring smooth operations and high customer satisfaction. Your ability to respond quickly to queries and implement solutions will be vital in maintaining Amazon's reputation for exceptional service. This is an exciting opportunity to develop your logistical and customer service expertise while working in a supportive and inclusive environment, making a real impact on customer happiness.

Qualifications

• Experience dealing with customer queries via phone and email.
• Experience in an administrative support role collaborating with teams.

Responsibilities

• Place outbound calls to customers and resolve delivery issues.
• Maintain records of customer queries and follow SOPs.

Skills

Customer Service

Problem Solving

Communication

Administrative Support

Education

Experience in Customer Queries

Experience in Administrative Support

Job description

Even the best functioning processes need to be prepared for unforeseen circumstances. Amazon’s Delivery Station Liaison Agents are in direct contact with our customers, ensuring that missed deliveries are successfully completed and customer queries are handled effectively. Whatever your customers need, your ability to quickly respond and implement solutions will help keep this vital part of Amazon’s operations running smoothly.

Key job responsibilities

1. Place outbound calls to customers
2. Investigate and resolve delivery issues, collaborating with Amazon logistics and delivery partners when needed
3. Maintain daily, weekly, and monthly records of customer queries
4. Follow Standard Operating Procedures and ensure customer data security
5. Assist with internal communications, including giving presentations and contributing to continuous improvement and internal engagement programs

A day in the life

You’ll be based at one of our last-mile delivery warehouses, where Amazon’s logistics system operates. As orders are dispatched and delivered, you’ll communicate with our warehouse, associates, delivery partners, and customers to provide guidance. You will inform delivery partners when a customer needs to reschedule a delivery and work to resolve any delivery issues immediately, ensuring a great customer experience without the need for the customer to contact Amazon.

Operating at the heart of Amazon’s logistics, you’ll develop logistical and customer service expertise that sets Amazon apart. You’ll connect with customers daily, leveraging your understanding of our supply chain and local delivery connections and warehouses.

About the team

Our mission is to be Earth’s most customer-centric company. Our Customer Service team has a direct impact on this mission. We are an inclusive team that supports and empowers our people, enabling them to focus on customer happiness. Our goal is to reduce customer effort and help them achieve the best results quickly and efficiently. We support our self-service channels with expert insights into complex issues.

Within the DSL team, you will work as part of a nationwide network across different delivery sites throughout the UK. We are committed to the highest standards in providing first-class delivery service and maintaining trust with all Amazon customers.

Minimum qualifications

• Experience dealing with customer queries via phone and email
• Experience in an administrative support role collaborating with internal or external teams
• Problem-solving experience related to customer queries or internal processes
• Proficiency in the local language

Preferred qualifications

• Experience communicating with senior colleagues
• Professional experience in a fast-paced environment

Amazon welcomes applicants without mandatory qualifications. If you meet the basic qualifications, we look forward to your application.

Additional information

Amazon is an equal opportunities employer that values diversity. We make recruiting decisions based on experience and skills. We prioritize your privacy and data security. For more details, see our Privacy Notice.

We also support applicants with disabilities. For workplace accommodations, visit this page. If your region isn’t listed, please contact your Recruiting Partner.