Delivery Station Liasion DSL

About Amazon Saudi Arabia

Amazon's mission is to be Earth’s most customer-centric company. This involves exceeding expectations through innovation and providing best-in-class customer support as logistics products and services expand, including the fulfillment and delivery of customer orders. The company focuses on building new products and services for its customers.

Role Overview: Delivery Station Liaison (DSL)

The Delivery Station Liaison (DSL) role, also known as a Delivery Station Customer Service Associate, contributes to improving the customer experience by providing in-station, real-time, hands-on support. This ensures customers receive their packages on time. The role also involves connecting customers with experts for accurate and up-to-date information regarding their packages. This full-time position is based in Makkah.

Key Responsibilities

• Provide real-time, in-station support to ensure timely package delivery.
• Address parcels that have failed delivery attempts.
• Communicate with customers to update them on failed or potentially failed deliveries.
• Deep dive into delivery issues to identify root causes and resolve them.
• Collaborate with customers and Delivery Service Partners (DSPs) to find solutions for same-day or next-attempt delivery.
• Act as the primary point of contact within the logistics station for direct customer communication regarding delivery issues.

Work Environment and Team

This role is based at one of Amazon’s last-mile delivery warehouses, where the company's logistics system operates. The DSL team is integral to the station's operations, focusing on resolving delivery issues and ensuring packages reach customers. The Customer Service team, of which the DSL team is a part, aims to reduce customer effort and provide efficient support. The DSL team operates as part of a nationwide network across various delivery sites.

Commitment to Service

The team is dedicated to maintaining high standards in providing first-class delivery service and ensuring continued customer trust. The focus is on customer happiness and offering expert insights to resolve complex issues efficiently.