Customer Support Specialist

1 week ago

London, United Kingdom Amazon TA Full time

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 logístical 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 throughout the onboarding journey.
- Be a customer advocate, able to deal with shipper escalations ensuring to resolve their issues with empathy.
- Support shippers and/or internal teams to set up rates, introduce our ways of working, configure their operations and integrations to print labels etc. Ensuring that all guardrails are met, prior to S&OP review.
- Troubleshooting onboarding blockers, identifying the root cause and coordinating a resolution. Often requiring inputs from various cross functional teams.
- Work cross-functionally in a highly complex area with multiple stakeholders. Often working alongside Tech, Commercial, Customer Programs and Operations to resolve onboarding issues.
- Report on tactical onboarding KPI metrics, such as contact drivers and time-to-resolve etc. Reporting on these metrics during weekly business reviews.
- Proactively identifying bottlenecks or blockers in the onboarding processes, using data to justify impact, and communicating these to the Program team to drive process improvement.

**BASIC QUALIFICATIONS**:

- Bachelor's degree or equivalent
- Strong organizational skills, ability to work well in a fast-paced environment and multi-task in a high-energy environment.
- Proven ability to work with cross-functional teams.
- Always does what is right for the customer - Relentlessly customer focused.
- Language skills: English and Italian, written and oral (C1+ level or native)
- Experience working in client facing roles, ideally in a sales or customer support function.
- Excellent communications skills

**PREFERRED QUALIFICATIONS**:

- Experience in operations and logistics
- Advanced proficiency with SQL and Excel
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

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