CS Delivery Station Liaison, CS SDS Variable DSL

Job ID: 3012643 | Amazon Commercial Services Pty Ltd

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 and making sure we put smiles on customer’s faces.

Responsibilities

- Connect customers with experts who can provide them the most accurate and up-to-date information about their packages

- Communicate with customers directly in-person, in addition to communicating via phone and email

- Empathize with and prioritize customer needs

- Uphold company values and respect every customer

- Resolve issues and set appropriate expectations with customers

- Clearly understand and respond appropriately to the issues that customers present

- Consistently compose grammatically correct, concise, and accurate written responses to customer issues

- Approach problems logically and with good judgment to ensure the appropriate customer outcome

- Make quick and effective decisions on behalf of the customer

- Work a flexible Full-Time (40+ hours per week) schedule

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.

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 Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention. The CS team is always looking for ways to make Amazon’s customer service even better, and we need excellent people to make that happen.

Basic Qualifications

- Bachelor Degree or equivalent work-related experience

- Proficiency in verbal and written communication skills

- Experience in understanding performance metrics and developing them to measure progress against key performance indicators

- Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand

Preferred Qualifications

- Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

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

- 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 the accommodations page for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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

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