Shipping Customer Service Representative

2 weeks ago

London, Greater London, United Kingdom Amazon Full time
Customer Support Specialist [Italian Speaker], Amazon Shipping

About the Role

We are seeking a highly motivated and customer-focused Customer Support Specialist to join our Amazon Shipping team. As a key member of our team, you will be responsible for providing exceptional support to external shippers and internal stakeholders, ensuring a seamless and efficient onboarding experience.

Key Responsibilities

  1. Provide Support and Guidance

Offer prompt, detailed, and customer-oriented support to shippers throughout the onboarding journey, ensuring their needs are met and issues are resolved efficiently.

Escalation Management

Act as a customer advocate, dealing with shipper escalations and resolving issues with empathy, ensuring a positive experience for our customers.

Onboarding and Configuration

Support shippers and internal teams to set up rates, introduce our ways of working, configure operations and integrations, and ensure all guardrails are met prior to S&OP review.

Troubleshooting and Resolution

Identify and troubleshoot onboarding blockers, coordinate resolutions, and work with cross-functional teams to resolve complex issues.

Reporting and Analysis

Report on tactical onboarding KPI metrics, such as contact drivers and time-to-resolve, during weekly business reviews, and proactively identify bottlenecks or blockers in the onboarding processes.

Requirements

  • Education and Experience

Bachelor's degree or equivalent, with experience working in client-facing roles, ideally in sales or customer support functions.

Language Skills

English and Italian, written and oral (C1+ level or native).

Technical Skills

Advanced proficiency in MS Office Suite and CRM, with experience working in operations and logistics a plus.

Soft Skills

Excellent communication skills, strong organizational skills, and ability to work well in a fast-paced environment.

About Amazon

Amazon is an equal opportunities employer, committed to a diverse and inclusive workplace. We value your passion to discover, invent, simplify, and build, and we are dedicated to protecting your privacy and the security of your data.

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