Delivery Station Customer Service Associate, DSL
Amazon
About the Role
As a Delivery Station Customer Service Associate at Amazon, you will help improve the customer experience by providing in-station real-time, hands-on support to ensure customers receive their packages on time. You will connect customers with experts for accurate information about their packages.
Key Responsibilities
- Communicating with customers directly in-person, via phone, and email.
- Empathizing with and prioritizing customer needs.
- Upholding company values and respecting every customer.
- Resolving issues and setting appropriate expectations with customers.
- Clearly understanding and responding appropriately to customer issues.
- Composing grammatically correct, concise, and accurate written responses to customer issues.
- Approaching problems logically with good judgment to ensure appropriate customer outcomes.
- Making quick and effective decisions on behalf of the customer.
- Working a flexible Full-Time (40+ hours per week) schedule.
- Performing tasks with or without reasonable accommodation:
- Carry, lift, push, and pull up to 49 pounds.
- Frequently push, pull, squat, bend, and reach.
- Stand and walk during shifts lasting up to 12 hours.
- Work in an environment with varying and potentially loud noise levels (hearing protection will be provided).
- Work in an environment where the temperature may vary due to outside weather conditions and is not controlled.
A Day in the Life
You'll be based at a last-mile delivery warehouse. You will be in contact with the warehouse, associates, delivery partners, and customers when they need guidance. You will inform delivery partners when a customer needs to reschedule a delivery and resolve delivery issues directly to ensure a great customer experience.
About The Team
The Customer Service team's mission is to be Earth's most customer-centric company. They are an inclusive team that empowers and looks after their people, aiming to reduce customer effort by helping them get the best results quickly and efficiently. Opportunities exist in process improvement, customer experience, data analysis, and customer retention.
Requirements & Tech Stack
- Customer Service experience.
- Experience working with computers and Microsoft Office (Outlook, Word, and Excel).
- Experience prioritizing and managing time effectively in dynamic environments.
- Experience working with computer and web-based tools.
Qualifications
- High school diploma or equivalent.
- Bachelor's degree or equivalent (Preferred).
- Experience in understanding performance metrics and developing them to measure progress against key performance indicators (Preferred).
- Experience with written and verbal communication and presentation (Preferred).
- Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand (Preferred).