Delivery Station Liaison (DSL)

Role Overview

At Amazon, our mission is to be Earth's most customer-centric company. To support this, we continuously innovate and enhance our logistics services, improving how we fulfill and deliver customer orders. As a Delivery Station Liaison, you will be pivotal in elevating customer satisfaction by offering hands-on, real-time assistance at our delivery station to ensure timely parcel delivery. You will also serve as a critical link connecting customers to experts who supply precise and updated package information.

Key Responsibilities

• Engage directly with customers over the phone to address delivery issues.
• Build empathy and trust with customers, assuring them that their concerns will be resolved.
• Investigate deeply with customers to remove delivery obstacles and provide reliable delivery expectations.
• Maintain diligent attention to detail on all cases and concerns.
• Proactively develop solutions for challenges with limited supervision.
• Forge and maintain strong collaborative relationships with various internal teams within the station through direct and virtual communications.
• Communicate effectively with senior leadership to identify barriers and devise solutions.
• Operate confidently across multiple digital platforms and technology systems.
• Perform efficiently in a fast-moving environment under time constraints.
• Work a full-time flexible schedule of over 40 hours per week.
• Adapt to an environment with fluctuating noise levels; hearing protection will be provided.

A Typical Day

You will be stationed at a last-mile delivery warehouse where Amazon's logistics network functions. As orders dispatch, the DSL team manages parcels that have failed delivery. By collaborating with Customer Service and Delivery Service Partners, you will contact customers to provide updates about these deliveries, investigate concerns, and coordinate with all parties to ensure delivery on the same or next attempt. The DSL team uniquely connects directly with customers at the station, playing a critical role in solving delivery issues and ensuring package delivery success.

About the Team

Our Customer Service team drives Amazon's customer-centric mission by delivering excellent support that minimizes customer effort. We provide expert assistance to address complex queries and are committed to fostering an inclusive, supportive work environment. The DSL team operates nationally across various delivery sites, dedicated to maintaining high standards and customer trust in Amazon's delivery service.

Basic Qualifications

• Fluent verbal and written skills in both English and Arabic, including the ability to follow directions in English.
• Experience managing multiple priorities under deadlines or in fast-paced tech environments.
• Proven ability to handle workload effectively during stressful or high-demand conditions.
• Proficiency with Microsoft Office (Outlook, Word, Excel).
• Strong and adaptable interpersonal communication abilities.
• Familiarity with internet browsers, database searches, and instant messaging tools.
• Excellent communication skills fostering long-term professional relationships.

Preferred Qualifications

• Track record of building strategic partnerships across business units.
• Previous experience in operations such as logistics, retail, hospitality, or customer service.

Additional Information

Our workplace culture embraces inclusion and empowers employees to deliver outstanding outcomes. Accommodations are available for individuals with disabilities during recruitment and onboarding processes. The position is located at the Afaq Warehouse Branch (J02) in Riyadh, Saudi Arabia.