Overview
The L2 associate acts as the primary interface between Amazon and our delivery partners, so to our delivery partners- you ARE Amazon. L2 Associates are expected to identify DP concerns and work on troubleshooting delivery partner issues and provide process improvement suggestions.
Summary of Responsibilities
Effectively communicate in a clear and qualified 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
BASIC QUALIFICATIONS
Bachelor's degree, or a Master's degree and experience with qualitative research methods
Bachelor's degree or above
Experience in oral and written communication
Can communicate effectively with all levels of the organization
Experience that includes solid analytical skills, attention to detail, and effective communication abilities, or experience working with customers with a passion for delivering exceptional service
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience troubleshooting and documenting findings
Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etc.
Experience in writing and editing with a strong command of grammar, punctuation and style
Knowledge of working over internet and successfully navigating websites
Ø Work successfully in a team setting as well as independently
PREFERRED QUALIFICATIONS
Experience in logistics
Knowledge of and proficiency in Excel and SQL
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