Delivery Station Liasion, DSL

Afaq - Warehouse Branch - J02 (Amazon); Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

Amazon is seeking a Delivery Station Customer Service Associate to support customers with delivery issues from a last-mile warehouse. You will handle calls and messages, empathize with customers, and coordinate with DSPs to resolve failed deliveries, ensuring parcels reach customers promptly.

The role requires fluent English and Arabic, strong multitasking, and the ability to work in a fast-paced environment while maintaining high attention to detail and customer focus.

Qualifications

• Speak, write, and read fluently in English.
• Speak, write, and read fluently in Arabic.
• Experience prioritizing and handling multiple assignments with deadlines.
• Experience in fast-paced environments and managing workload under stress.
• Experience with Microsoft Office including Outlook and Excel.
• Strong interpersonal communication and relationship-building skills.

Responsibilities

• Communicating with customers directly by telephone.
• Empathizing and building trust with customers to resolve issues.
• Deep diving with customers to remove delivery barriers and provide accurate information.
• Maintaining meticulous attention to detail on each case and issue.
• Proactively finding solutions with limited guidance.
• Collaborating with station teams and leadership to resolve delivery issues.

Skills

Fluent English

Fluent Arabic

Microsoft Office

Interpersonal skills

Multitasking

Fast-paced environment

Customer service

Tools

Outlook

Excel

Job description

Description

At Amazon, our mission is to be Earth's most customer-centric company. To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders. We're making history and the good news is that we've only just begun. At Amazon you get to Work with smart, passionate people who are building new products and services every day on behalf of our customers. As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in station real-time, hands-on support to ensure our customers receive their packages on time, as promised. The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages. The work is beyond fulfilling and delivering customer orders; it's making sure we put smiles on customers' faces.

Key job responsibilities
As a Delivery Station Customer Service Agent, you will be responsible for:
Communicating with customers directly on the telephone.
Empathizing, earning the trust and instilling confidence with the customer their issue can be resolved.
Deep diving with the customer to remove barriers for delivery and providing accurate information with the expectations of delivery.
Providing exceptional attention to detail on every case and issue.
Proactively finding solutions to problems with limited guidance.
Establishing and cementing strong collaborative working relationships with multiple workgroups within station. Through face-to-face communication and virtual correspondence.
Communicating effectively with senior leadership to highlight barriers and form solutions.
Working confidently at pace with multiple online platforms and tech systems.
Working in a fast-paced environment, within a restricted time frame.
Working a Full-Time flexible (40+ hours per week) schedule
Work in an environment where the noise level varies and can be loud (hearing protection will be provided)

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 out on road for delivery, the DSL team will action parcels which have failed delivery. Receiving correspondence from Customer Service or our Delivery Service Partners (DSPs), you will reach out to the customer to update them on their failed or potential to fail delivery, deep dive to resolve the issue and work with the customer and DSPs to find a solution to ensure the parcel is delivered same day or on the next attempt.
Within the logistics station, the DSL team are the only team who can connect to the customer directly. You are an integral part of the station and key to the resolution of delivery issues and connecting parcels with our customers.

About the team

Our mission is to be Earth's most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers' happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers' most complex issues.
Within the DSL team, you will work as part of a nationwide team linked across different delivery sites throughout Egypt. We are dedicated to the very highest of standards in providing a first class delivery service and ensuring continued trust in all Amazon customers.

Basic Qualifications

• Speak, write, and read fluently in English, and have the ability to take direction in English
• Speak, write, and read fluently in Arabic
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company
• Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity
• Experience with Microsoft Office including Outlook, Word, and Excel
• Advanced and adaptable interpersonal communication skills.
• Familiarity and IT proficiency with multiple web browsers, data base searching and instant messenger tools.
• Effective communication skills and the ability to build enduring professional relationships.

Preferred Qualifications

• Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
• Experience in an operational environment, such as logistics, retail, hospitality, or customer service

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.

Tagged as: Fulfilment & Operations Management