Delivery Station Liaison Agent

Delivery Station Liaison Agent Overview

As a Delivery Station Liaison Agent at Amazon, you will play a crucial role in ensuring that our delivery processes run smoothly, even in the face of unforeseen challenges. Your primary responsibility will be to engage directly with customers, addressing missed deliveries and handling their inquiries effectively. Your quick response and problem-solving skills will be essential in maintaining the efficiency of this vital segment of Amazon’s operations.

Your working hours will be either from Wednesday to Saturday, 10:00 AM to 8:45 PM, or from Sunday to Wednesday, 10:00 AM to 8:45 PM.

Key Responsibilities

• Make outbound calls to customers to address their queries and concerns.
• Investigate and resolve delivery-related issues, collaborating with Amazon logistics and delivery partners as necessary.
• Maintain daily, weekly, and monthly records of customer query progress.
• Adhere to Standard Operating Procedures while ensuring the security of customer data.
• Assist with internal communications, including delivering presentations and contributing to continuous improvement initiatives.

A Day in the Life

You will be stationed at one of our last-mile delivery warehouses, where you will interact with various stakeholders, including warehouse associates, delivery partners, and customers. Your role will involve informing delivery partners when customers need to reschedule deliveries and promptly addressing any delivery issues to ensure a positive customer experience. By working at the heart of Amazon’s logistics, you will gain valuable expertise in logistics and customer service, enhancing the overall customer experience.

About the Team

The Delivery Service Liaison (DSL) team is dedicated to assisting customers with last-mile deliveries. Our mission is to ensure that parcels reach customers, especially in cases of errors or failed deliveries. We facilitate actions such as same-day redelivery and investigate situations where drivers encounter difficulties locating addresses. Our team operates from last-mile delivery sites globally, collaborating closely with delivery station colleagues and partners. DSL agents possess both customer service and logistics expertise, working together towards the common goal of delivering parcels to customers.

Basic Qualifications

• Proficient in advanced English, at CEFR level B2/C1.
• Experience in handling customer queries through phone and email.
• Background in an administrative support role that involves collaboration with internal or external teams.
• Experience in problem-solving related to customer inquiries or internal processes.

Preferred Qualifications

While preferred qualifications are not mandatory for application, candidates with the following experience are encouraged to apply:

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

Amazon is committed to equal opportunity employment and values diversity in its workforce. We make hiring decisions based on individual experience and skills, and we encourage candidates from all backgrounds to apply.

Degree Requirement: Not Specified

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