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Specialist - Driver Experience (Spanish Speaking)

Specialist - Driver Experience (Spanish Speaking)

Job ID 
516886
Location 
US-WA-Seattle
Posted Date 
10/2/2017
Company 
Amazon Corporate LLC
Position Category 
Operations, IT, & Support Engineering
Recruiting Team 
..

Job Description

At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We are looking for a dynamic, organized and process oriented individuals to support Amazon Flex operations. This role focuses on preserving the driver and customer experience and includes managing delivery service level standards and driver/customer escalations.

The Primary Responsibilities of a Specialist-Driver Experience include (but are not limited to):
  1. Root cause, investigate, resolve issues initiated by delivery partners /customers by engaging (phone/email) with the appropriate business owners
  2. Review and action on feedback/issues/escalations from the delivery partner network
  3. Review and action on processes to maintain service level standards with the highest quality
  4. Host live chat sessions or phone-surveys to collect feedback and respond to delivery partner questions
  5. Drive improvement of existing processes and content by escalating possible issues (gaps in training content, troubleshooting for participants, unanticipated questions)
  6. Daily and weekly summary reporting of SLS interactions with Amazon Flex Drivers
The ideal candidate will have the following attributes:

Excellent communication skills
  • Comfortable and willing to present a case in front of a group as well as one-on-one with individuals
  • Tackle escalations over live contact mediums like phone
  • Able to give and receive feedback effectively
  • Is an active listener
Customer Obsessed
  • Always meets time commitments and deadlines, is goal oriented
  • Checks and tests for understanding
  • Gives insight to managers
  • Works hard for the success of others, constantly remains “customer obsessed
Thrives in Ambiguity
  • Flexible with schedules
  • Flexible in changing processes and fast paced environment

Basic Qualifications

  • Bachelor’s degree – Preferably in Engineering
  • Fluent in Spanish
  • Excellent communication skills – Verbal and Written
  • Good knowledge of working over internet and an ability to successfully navigate websites
  • Should be comfortable with a multi-tasking, high-energy environment. Should be creative and analytical problem solver with a passion to provide excellent customer service
  • Demonstrated ability to work in a team in a very dynamic environment
  • Should be flexible to adapt to support a 24*7 operating environment

Preferred Qualifications

  • Experience with WebEx, Live Meeting or similar web conferencing program
  • Experience with Android Operating System and devices
  • Willingness to work various shifts
  • Demonstrated communication skills and editing for the purpose of knowledge transfer
  • Excellent coordination, project management, and organization skills
  • Should be comfortable with a multi-tasking, high-energy environment. Should be creative and analytical problem solver with a passion to provide excellent customer service
  • Demonstrated ability to work in a team in a very dynamic environment