Job title – Customer Service Delivery Station Liaison
Location - DBH3- St Modwen Business Park, Bournemouth, Dorset, BH15 2AS
Pay Rate - £ 11.40
Shift: Sunday - wednesday 10:00 - 20:45
Contract: Type - Perm
Join us as a Delivery Station Liaison and provide outstanding customer service from within the heart of Amazon’s delivery station in Derby. Your role will support customers who have experienced a failed delivery and require an urgent reattempt, as well as pre-emptively solving delivery issues to reduce customer effort.
It’s a crucial role in Amazon’s Customer Service team as part of our mission to be Earth’s most customer-centric employer.
What will you do as a Delivery Station Liaison?
- Respond to customer escalations directly, contacting them via phone and email to understand the problem and obtain information needed to help them get their parcel
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Empathise with and prioritise customer needs, and communicate with stakeholders to resolve customer issues
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Act as an interface between our customers and the external delivery service partners in order to identify possible causes, solve problems and, if necessary, arrange a redelivery
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Build relationships and liaise every day with the Amazon Logistics team in the station to help get the best outcome for our customers
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Treat customers with respect, resolve conflicts and set appropriate expectations
- Approach problems logically and with good judgment to ensure the best customer outcome
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Make quick and effective decisions on behalf of the customer
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Work a full-time, shift-based schedule (40+ hours per week)
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Monitor customer deliveries in real-time for delivery success
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Perform the following tasks, with or without reasonable accommodation:
- Locate packages in station warehouse and liaising face to face with delivery station stakeholders
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Work in an environment where the noise level varies and can be loud
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Work in an environment where the temperature may vary due to outside weather conditions and is not controlled