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 EU network with technical skills, process improvement initiatives and customer escalations.

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.

Basic qualifications

• 1+ years of working with computers and Microsoft Office (including Outlook, Word, and Excel) experience
• 1+ years of customer service or back-office roles in corporate environments experience
• Speak, write, and read fluently in English
• Work 40 hours/week, and overtime as required
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience working with Microsoft Office tools (Excel, Word, Outlook, etc.)
• Bachelor's degree or equivalent
• - Advanced proficiency in both written and verbal in German (Minimum B2 Common European Framework of Reference, CEFR)

Preferred qualifications

- Experience in data analysis and reporting

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.