Customer Support Specialist

2 months ago

London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full time
Join Our Team as a Customer Support Specialist - French Speaker

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 onboarding experience.

Key Responsibilities:
  • Provide prompt and detailed support to shippers throughout the onboarding journey.
  • Act as a customer advocate, resolving escalations with empathy and ensuring customer satisfaction.
  • Support shippers and internal teams to set up rates, configure operations, and integrate with our systems.
  • Troubleshoot onboarding blockers, identifying root causes and coordinating resolutions.
  • Work cross-functionally with Tech, Commercial, Customer Programs, and Operations teams to resolve onboarding issues.
  • Report on tactical onboarding KPI metrics, such as contact drivers and time-to-resolve.
  • Proactively identify bottlenecks or blockers in the onboarding process, using data to justify impact and communicate with the Program team to drive process improvement.
Requirements:
  • Bachelor's degree or equivalent.
  • Experience with Microsoft Office products and applications.
  • Strong organizational skills, ability to work well in a fast-paced environment, and multitask in a high-energy environment.
  • Proven ability to work with cross-functional teams.
  • Relentlessly customer-focused, always doing what is right for the customer.
  • Language skills: English and French, written and oral (C1+ level or native).
  • Experience working in client-facing roles, ideally in sales or customer support functions.
  • Excellent communication skills.
Preferred Qualifications:
  • Experience in operations and logistics.
  • Advanced proficiency of MS Office Suite and CRM.
  • Advanced proficiency with SQL and Excel.
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.

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