Delivery Station Liaison Agent

Amazon; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join a leading company as a Delivery Station Liaison Agent, where you'll ensure smooth operations by resolving delivery issues and assisting customers. Your role is pivotal in maintaining excellent service and logistics expertise, connecting with customers daily to enhance their experience.

Qualifications

• Relevant experience in customer queries via phone and email.
• Experience in an administrative support role.

Responsibilities

• Place outbound calls to customers.
• Investigate and resolve delivery issues.
• Keep records of progress with customer queries.

Skills

Customer Service

Problem Solving

Communication

Job description

Job ID: 2977027 | Amazon UK Services Ltd.

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 delivered and that customer queries are handled effectively. Whatever your customers need, your ability to quickly respond and put in place solutions will help keep this vital part of Amazon’s operations running smoothly.

Key job responsibilities
Place outbound calls to customers
Investigate and resolve delivery issues, and collaborate with Amazon logistics and delivery partners when needed
Keep daily, weekly and monthly records of progress with customer queries
Follow Standard Operating Procedures and keep customer data secure
Assist with internal communications, including giving presentations and contributing to continuous improvement and internal engagement programmes

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. Where a customer needs to reschedule a delivery, you’ll be informing our delivery partners. Where you notice a delivery issue, you’ll get to work resolving it straight away, so that our customers get a great experience every time without having to contact Amazon.

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.

About the team
Our Delivery Service Liaison or DSL team helps customers with last-mile deliveries. Ultimately, our goal is to get parcels to our customers in case of errors or failed deliveries. Our team helps with actions like facilitating same-day redelivery or investigating cases when drivers can’t find an address. We're based in last-mile delivery sites across the world, allowing us to work closely with our delivery station colleagues and partners.

DSL agents have both customer service and logistics expertise and partner with multiple Amazon teams. Some of us are also managers who support regions and countries. We work together with one common aim: to get parcels into customers' hands.

BASIC QUALIFICATIONS

Relevant experience of dealing with customer queries via phone and email
Relevant experience in an administrative support role involving collaboration with internal or external teams
Relevant experience of solving problems whether related to customer queries or internal process issues
Advanced proficiency in local language

PREFERRED QUALIFICATIONS

Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.

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

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