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Customer Support Specialist, Amazon Shipping

4 months ago

London, United Kingdom Amazon TA Full time
The role is based in London.
Are you interested in creating the future of e-com shipping? Do you want to be a part of team building the next $1bn initiative? Our team is changing the way we interact with customers around the globe and building a new, emerging business in shipping to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.
Amazon Shipping is looking for driven, results orientated and customer obsessed Customer Support Specialist to provide unparalleled support to external shippers and internal stakeholders. You will deal with complex and ambiguous customer queries and escalations that require thorough understanding of the business, its processes and its customers.
By leveraging your visibility over shippers’ papercuts, you will not only help the organization keep the pulse on shippers’ sentiment, but you will also inform Product and Tech agendas by voicing most recurrent customers’ concerns. We are looking for experienced individuals who have knowledge of working in close contact with customers and that can handle both inbound and outbound communication channels.

Key job responsibilities
• Provide prompt, efficient, detailed and customer-oriented support to Shippers using Amazon Shipping services.
• Confidently manage Shippers and Shippers escalations, showing empathy, actively listening and resolving issues whilst tracking to key performance metrics.
• Work with other customer support teams within Amazon Shipping to ensure consistent and high-quality level of support.
• Advocate on behalf of our customers when something doesn’t seem right or when problems don’t get resolved quickly enough.
• Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions on behalf of the customer experience.
• Build and maintain internal knowledge pages to ensure continuity and the education of other teams.

We are open to hiring candidates to work out of one of the following locations:

London, GBR
BASIC QUALIFICATIONS• Ability to work independently and show sound judgment in ambiguous situations
• Ability to work well in a fast-paced environment and multi-task in a high-energy environment
• Creative and analytical problem solver with a passion to provide excellent customer service
• Language skills: English and Italian, written and oral (C1+ level or native)

PREFERRED QUALIFICATIONS- Experience with transportation or logistics industry
- Advanced proficiency with SQL and Excel
- Experience leading process improvements
- Experience building processes, project management, and schedules

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