Back-End nights position, Wed-Sat night shift Providing excellent service every time is part of our mission to become the world’s most customer-centric company. As a Support & Ops Specialist you exemplify our Customer Service Mission Statement by using operational expertise to assist the UK network with technical skills, process improvement initiatives and customer escalations. 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 couldn’t deliver at pace without the Amazon Transportation Service (ATS) team. As part of ATS, you’ll be welcomed into a diverse team that plays a central role in our success. Using air, sea and road transport, as well as sortation centres equipped with the latest technology, you’ll help Amazon’s transport run at maximum efficiency. Our team captures data and uses it to drive decisions. They are key to making Amazon more innovative and efficient. We put safety first as our people are our priority. And we use the expertise of our people to get packages to their destination – quickly, conveniently and sustainably.