Overview
The L2 associate acts as the primary interface between Amazon and our stakeholders, so to our seller POCs - you ARE Amazon. L2 Associates are expected to identify concerns and work on troubleshooting delivery partner issues and provide process improvement suggestions.
Responsibilities
- Effectively communicate in a clear and professional manner at all times
- Provide/ 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
- Maintain or exceed targeted performance metrics
- Actively seek solutions through logical reasoning and identify trends to suggest process improvements
Basic Qualifications
- Qualitative Requirements Ø Graduation in any specialization from a recognized university.
- Excellent communication skills (written and verbal) in language.
- Ability to communicate correctly and clearly with all customers
- Good comprehension skills – ability to clearly understand and state the issues customers present
- Ability to concentrate – follow customers issues without distraction to resolution
- Work successfully in a team environment as well as independently
- Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer
- Excellent typing skills
- Demonstrates an ability to successfully navigate websites
- Demonstrates a proficient knowledge of email applications
Preferred Qualifications
- Logistics background and Experience in similar role
- Proficient in Excel
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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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