Job ID: 2859412 | Amazon UK Services Ltd.
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.
Key job responsibilities
1. Listen closely to customers; understand, paraphrase and prioritise customer needs before providing appropriate solutions.
2. Communicate with customers using verbal and written communication methods, ensuring accuracy and concision.
3. Utilise conflict resolution and decision making skills as applicable to customer; demonstrate highly effective listening skills and patience.
4. Be aware of and adhere to applicable company policies when dealing with customer interactions.
5. Facilitate flow of information between Amazon Freight and our external customers, proactively resolving any potential issues that impact customer experience and performance delivery.
6. Maintain knowledge of resources and operational procedures.
7. Collaborate with team members to strive for continuous improvement.
8. 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 impact 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 effective communication with the stakeholders (verbal and written) that build rapport.
BASIC QUALIFICATIONS
1. Advanced proficiency in both written and verbal English (Minimum B2 Common European Framework of Reference, CEFR).
2. Relevant experience of communicating with a wide range of stakeholders, including peers and leadership.
3. Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment.
4. Relevant experience in analysing data and creating reports for leadership.
PREFERRED QUALIFICATIONS
1. Relevant experience of process improvement techniques including but not limited to kaizen, gemba, process mapping and Aces certification.
2. Relevant experience in a logistical working environment.
3. Proficiency in verbal and written German.
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Amazon is committed to a diverse and inclusive workplace. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Posted: February 6, 2025 (Updated 21 days ago)
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