Delivery Station Liasion DSL

About the Delivery Station Liaison (DSL) Role

Amazon is seeking a Delivery Station Liaison (DSL) to join its team in Riyadh, Saudi Arabia. This full-time role is based at one of Amazon’s last-mile delivery warehouses and is central to improving the customer experience by providing real-time, in-station support. The DSL team is responsible for addressing parcels that have failed delivery, connecting customers with experts, and ensuring customers receive accurate information about their packages to facilitate timely delivery.

Key Responsibilities

• Communicate directly with customers via telephone to provide updates and resolve delivery issues.
• Engage with customers to understand concerns, build trust, and instill confidence in issue resolution.
• Conduct deep dives with customers to identify and remove barriers to delivery, providing precise information regarding delivery expectations.
• Maintain exceptional attention to detail in managing every customer case and issue.
• Proactively identify and implement solutions to problems, often with limited guidance.
• Establish and maintain strong collaborative working relationships with various workgroups within the station through both face-to-face and virtual communication.
• Communicate effectively with senior leadership to highlight operational barriers and propose solutions.
• Operate confidently and efficiently across multiple online platforms and technical systems.

About the Team

The Customer Service team at Amazon is committed to being Earth’s most customer-centric company. This inclusive team empowers its members to focus on customer satisfaction by reducing customer effort and helping them achieve optimal results quickly and efficiently. The DSL team operates as part of a nationwide network, linking across various delivery sites to uphold the highest standards in providing a first-class delivery service and maintaining customer trust in Amazon.

Basic Qualifications

• Experience in prioritizing and managing multiple assignments simultaneously while meeting deadlines, or experience within a fast-paced, high-tech company.
• Demonstrated ability to work effectively in fast-paced environments and manage workload during periods of stress or escalated activity.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Advanced and adaptable interpersonal communication skills.
• Familiarity and IT proficiency with multiple web browsers, database searching, and instant messenger tools.
• Effective communication skills and the ability to build lasting professional relationships.

Preferred Qualifications

• Experience in building strategic relationships with stakeholders, including cross-team and cross-functional communication and collaboration.
• Prior experience in an operational environment, such as logistics, retail, hospitality, or customer service.

Work Environment and Schedule

This is a full-time position requiring a flexible schedule of 40 or more hours per week. The role operates within a fast-paced environment with restricted time frames. The noise level in the work environment may vary and can be loud; hearing protection will be provided as needed.