A Shipping and Delivery Support team facilitates flow of information between different stakeholders (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates) and resolves any potential issues that impacts customer experience and delivery performance. A SDS Associate provides timely resolution to the issue in hand by researching & querying internal tools, by taking real-time decisions and having an effective communication with the stakeholders (over phone or email). An ideal candidate should be able to understand the issue and be able to drive Customer Experience without compromising on time. The candidate should have the basic understanding of Logistics and should be able to communicate clearly in the verbal and written form. The role will require the candidate to communicate with the stakeholders over the phone.
The SDS Associate acts as the primary interface between Amazon and our delivery partners, so to our delivery partners- you ARE Amazon. The SDS Associate are expected to identify Delivery Partner concerns and work on troubleshooting delivery partner issues and provide process improvement suggestions.
Summary of Responsibilities
- Effectively communicate in a clear and professional manner at all times
- Provides/ expedites prompt and efficient service to Amazon customers/ delivery partners
- Effectively manage sensitive cases by reporting up the escalation matrix
- Demonstrate excellent time-management skills
- Maintains or exceeds targeted performance metrics
- Actively seek solutions through logical reasoning and identify trends to suggest process improvements A Shipping and Delivery Support team facilitates flow of information between different stakeholders (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates) and resolves any potential issues that impacts customer experience and delivery performance. A SDS Associate provides timely resolution to the issue in hand by researching & querying internal tools, by taking real-time decisions and having an effective communication with the stakeholders (over phone or email). An ideal candidate should be able to understand the issue and be able to drive Customer Experience without compromising on time. The candidate should have the basic understanding of Logistics and should be able to communicate clearly in the verbal and written form. The role will require the candidate to communicate with the stakeholders over the phone.
BASIC QUALIFICATIONS
Things that Should be in your Background:
- Completed NQF Level 4 or a Matric qualification or higher. Higher qualification would be advantageous
- Minimum 12-month service industry experience
- Intermediate Computer knowledge (speed, accuracy and navigation)
- South African Citizen/Permanent Resident
- An existing and dedicated uncapped Fiber line 10Mbs Upload and 5Mbps Download.
*Note: ADSL, LTE lines and Wi-Fi connections are not eligible for this role. A detailed proof of connectivity will be required i.e. internet account must be in your name and at your home address and confirm your line is Fibre and the internet speed is at least 10Mb download
- Strong communication skills with the ability to relate to people at all levels (written and verbal)
- A Home office environment that must be free from background noise where you can connect the equipment directly to the router/modem via Ethernet cable. It must also be in a separate private area where family members and friends don’t interrupt you
- Ability to work shifts, including overnight and on weekends
- Ability to navigate the Internet, email, and chat to customer via web chat tools
- Intermediate Compute Knowledge
- Ability to cope well in a high-pressure environment while maintaining high quality outputs
- Passionate for Delivering Quality Customer Service
- Enthusiasm and the ability to thrive in an atmosphere of constant change
- Focused on achieving and exceeding defined goals and objectives
Additional Attributes that will assist in the role:- Customer Focused
- Communication skills
- Problem Solving skills
- Passionate about the customer
- Resilience
- Results Driven
- Self-starter
- Displays Trust and Integrity
- Excellent time management skills
- Empathy
- Self-Motivated
- Adaptable to change
- Appetite to learn
- Creativity
- Ability to deal with pressure
- Team Player
A little about us:Our mission is to be Earth’s most customer-centric company. Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking.
Although our business has evolved over the years, one constant is customers’ desire for lower prices, better selection, and convenient services. Today, Amazon shoppers can find what they’re looking for online and in person. From delivering fresh produce to their doorstep, to creating and distributing movies, music, and more, we are always finding new ways to delight our customers.
Other Considerations:Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with updated curriculum vitae
All applications will be subject to assessments and interviews, which must be completed by the applicant. All offers are subject to completion of a successful background, police clearance and reference checks
Please note: As part of your application you will be required to complete various assessments. These assessments can take up to 3 hours, and are timed, so please start these assessments when you are ready and in an environment where you are able to focus on completing the assessment. Assessment is not compatible with a mobile device and is required to be completed on a laptop or desktop computer.