Delivery Station Liaison Agent

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

Job summary

Join a forward-thinking company as a Delivery Station Liaison Agent, where your customer service skills will shine. In this dynamic role, you will be the vital link between customers and logistics, ensuring seamless delivery experiences. You will engage with customers daily, resolving issues and coordinating with delivery partners to maintain high service standards. This position offers a unique opportunity to develop your logistical expertise while contributing to a team dedicated to excellence in customer service. If you're passionate about problem-solving and thrive in a fast-paced environment, this role is perfect for you.

Qualifications

• Experience in handling customer queries via phone and email.
• Ability to solve problems related to customer queries or internal processes.

Responsibilities

• Place outbound calls to customers to resolve delivery issues.
• Collaborate with logistics and delivery partners to ensure smooth operations.

Skills

Customer Service

Problem Solving

Communication

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 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.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 languagePreferred 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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