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What skills and qualifications do you need?

• Experience with Windows Operating Systems and Microsoft Outlook
• Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
• Previous experience, or an interest to work, in customer service
• Ability to effectively prioritize work time to ensure efficiency
• ‘A’ Level education or equivalent preferred

What will you get in return?

• Pension plan
• Competitive holiday (30 days)
• Health insurance
• Life insurance
• Amazon discount code
• Employee assistance program

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Job title – Customer Service Delivery Station Liaison
Location - DNE2 - Follingsby Park, Gateshead, Newcastle upon Tyne, NE10 8YF
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 Huntingdon. 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.

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
• Empathise with and prioritise customer needs, and communicate with stakeholders to resolve customer issues
• 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
• Build relationships and liaise every day with the Amazon Logistics team in the station to help get the best outcome for our customers
• Treat customers with respect, resolve conflicts and set appropriate expectations
• Approach problems logically and with good judgment to ensure the best customer outcome
• Make quick and effective decisions on behalf of the customer
• Work a full-time, shift-based schedule (40+ hours per week)
• Monitor customer deliveries in real-time for delivery success
• Perform the following tasks, with or without reasonable accommodation:
  • Locate packages in station warehouse and liaising face to face with delivery station stakeholders
  • Work in an environment where the noise level varies and can be loud
  • Work in an environment where the temperature may vary due to outside weather conditions and is not controlled