Customer Service Specialist

4 months ago

Coalville, United Kingdom Amazon UK Services Ltd. Full time
At Amazon we believe that every day is still day one. A day to take the first step and a day to look forward to new challenges. And today is that day for you. It's your day to be part of something great. A day to make your ideas come to life and your day to join a company that redefines itself every day. That's the energy and passion behind Amazon.

This position is office-based, with the flexibility to work remotely up to two days per week in line with Amazon’s current flexible work guidance. Amazon encourages open communication about unique needs for flexible arrangements.

Key job responsibilities
•Listen closely to customers; understand, paraphrase and prioritise customer needs before providing appropriate solutions
•Communicate with customers using verbal and written communication methods, ensuring accuracy and concision.
•Utilise conflict resolution and decision-making skills as applicable to customer, demonstrate highly effective listening skills and patience
•Be aware of and adhere to applicable company policies when dealing with customer interactions
•Facilitate flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impacts customer experience and performance delivery
•Maintain knowledge of resources and operational procedures
•Collaborate with team members to strive for continuous improvement
•Work independently on projects or tasks to identify and resolve issues

A day in the life
A Support & Ops Specialist facilitates flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impacts customer experience and performance delivery. A Support & Ops Specialist provides proactive and timely resolution to any issue in hand by researching & querying internal tools, by taking real-time decisions and having an effective communication with the stakeholders (verbal and written) that build rapport.

About the team
Amazon Freight Operations (AF Ops) is the Pan- European control center for Amazon Freight's Shipper Support and Transportation Execution. The team is responsible for planning and scheduling the transport orders placed by our customers (Shippers), and providing them with support at each step of their journey. We play a critical role in ensuring the smooth functioning of Amazon Freight's European transportation network and have direct impact on Shipper Experience.

BASIC QUALIFICATIONS

- Advanced proficiency in both written and verbal in English (Minimum B2 Common European Framework of Reference, CEFR)
- Relevant experience of communicating with a wide range of stakeholders, including your peers and leadership
- Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
- Relevant experience in analysing data and creating reports for leadership

PREFERRED QUALIFICATIONS

- Preferred qualifications are not required to apply for a position at Amazon. If you have all the basic qualifications above, we’d love to hear from you.
- Relevant experience of process improvement techniques including but not limited to kaizen, gemba, process mapping and Aces certification.
- Relevant experience in a logistical working environment

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