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Delivery Station Liasion, DSL

Delivery Station Liasion, DSL at Amazon scores 35 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

EG, Cairofull-time

AI in this role

At Amazon, our mission is to be Earth’s most customer-centric company. To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders. We’re making history and the good news is that we’ve only just begun. At Amazon you get to Work with smart, passionate people who are building new products and services every day on behalf of our customers. As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in station real-time, hands-on support to ensure our customers receive their packages on time, as promised. The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages. The work is beyond fulfilling and delivering customer orders; it’s making sure we put smiles on customer’s faces.

Key job responsibilities
As a Delivery Station Customer Service Agent, you will be responsible for:
• Communicating with customers directly on the telephone.
• Empathizing, earning the trust and instilling confidence with the customer their issue can be resolved.
• Deep diving with the customer to remove barriers for delivery and providing accurate information with the expectations of delivery.
• Providing exceptional attention to detail on every case and issue.
• Proactively finding solutions to problems with limited guidance.
• Establishing and cementing strong collaborative working relationships with multiple workgroups within station. Through face-to-face communication and remote correspondence.
• Communicating effectively with senior leadership to highlight barriers and form solutions.
• Working confidently at pace with multiple online platforms and tech systems.
• Working in a fast-paced environment, within a restricted time frame.
• Working a Full-Time (40+ hours per week) schedule
• Work in an environment where the noise level varies and can be loud (hearing protection will be provided)

A day in the life
You’ll be based at one of our last-mile delivery warehouses, where Amazon’s leading logistics system operates. As orders are dispatched out on road for delivery, the DSL team will action parcels which have failed delivery. Receiving correspondence from Customer Service or our Delivery Service Partners (DSPs), you will reach out to the customer to update them on their failed or potential to fail delivery, deep dive to resolve the issue and work with the customer and DSPs to find a solution to ensure the parcel is delivered same day or on the next attempt.
Within the logistics station, the DSL team are the only team who can connect to the customer directly. You are an integral part of the station and key to the resolution of delivery issues and connecting parcels with our customers.

About the team
Our mission is to be Earth’s most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers’ happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers’ most complex issues.
Within the DSL team, you will work as part of a nationwide team linked across different delivery sites throughout Egypt. We are dedicated to the very highest of standards in providing a first class delivery service and ensuring continued trust in all Amazon customers.

Basic qualifications

- Speak, write, and read fluently in English
- Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)
- Knowledge of internet navigation and research to find information about large amounts of data in a timely manner
- Bachelor of Arts degree, or Bachelor's degree
- Experience at Amazon, or experience with Microsoft Office products and applications

Preferred qualifications

- Experience in an operational environment, such as logistics, retail, hospitality, or customer service

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.