デリバリーステーションのカスタマーサービスアソシエイトは、お客様のお荷物をお約束通りにお届けできるよう、実践的なサポートをリアルタイムでステーションから提供することによって、お客様のカスタマーエクスペリエンスを向上させています。この役割には、お客様のお荷物について最も正確で最新の情報を提供してくれる専門の担当者にお客様を繋ぐことも含まれます。お客様の注文を遂行し、お届けするだけでなく、お客様を笑顔にさせる仕事です。
[勤務地]
埼玉戸田デリバリーステーション(埼玉県戸田市新曽南)
At Amazon, our mission is to be Earth's most customer-centric company.
To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders.
We're making history and the good news is that we've only just begun.At Amazon you get to Work with smart, passionate people who are building new products and services every day on behalf of our customers.
As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in station real-time, hands-on support to ensure our customers receive their packages on time, as promised.
The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages.
The work is beyond fulfilling and delivering customer orders; it's making sure we put smiles on customer's faces.[Location]
Saitama Toda Delivery Station
Key job responsibilities
デリバリーステーションカスタマーサービスアソシエイトとしての職責は:
- 電話やEメールに加えて、直接お客様とコミュニケーションをとること
- お客様に共感し、お客様のニーズを最優先させること
- 企業の価値観を守り、どんなお客様も尊重すること
- 問題を解決し、お客様の期待値を適切なレベルに設定すること
- お客様が提示する問題を明確に理解し、適切に対応すること
- お客様の問題に対し、文法的に正しく、簡潔かつ正確な文書による回答を持続的に作成すること
- お客様へ適切な対応を保証するため、論理的かつ優れた判断力をもって問題にアプローチすること
- お客様に代わって素早く、効果的な意思決定を行うこと
- フルタイムのシフト制勤務ができること(午前9時から21時の間で1日8時間/週40時間)
合理的な医療配慮の有無を問わず以下のタスクが実践できること:
- 最大22.2kgの運搬、持ち上げ、押し引き
- 大きな音を含む、騒音レベルが変化する環境での勤務(聴覚保護は支給)
- 外の天候による、コントロール不可の気温の変化のある環境での勤務
As a Delivery Station Customer Service Associate, you will be responsible for:
- Communicating with customers directly in-person, in addition to communicating via phone and email
- Empathizing with and prioritizing customer needs
- Upholding company values and respecting every customer
- Resolving issues and setting appropriate expectations with customers
- Clearly understanding and responding appropriately to the issues that customers present
- Consistently composing grammatically correct, concise, and accurate written responses to customer issues
- Approaching problems logically and with good judgment to ensure the appropriate customer outcome
- Making quick and effective decisions on behalf of the customer
- Working in Fulltime shift schedule (9:00am to 21:00, 8 hour/day, 40 hour/week)
- Carry, lift, push and pull up to 49 pounds (22.2kg)
- Work in an environment where the noise level varies and can be loud (hearing protection will be provided)
- Work in an environment where the temperature may vary due to outside weather conditions and is not controlled
Amazonの先進的なロジスティクスシステムが運用されているラストマイル配送倉庫(デリバリーステーション)の1つに配属されます。注文の発送や配達がされると、ご案内が必要な場合に倉庫、アソシエイト、配送サービスパートナー、そしてお客様と連絡をとることになります。お客様が配達の再スケジュールが必要な場合、配送サービスパートナーに伝達します。配送問題を発見した際には、お客様がAmazonに連絡しなくても素晴らしい体験ができるよう、すぐにそれを解決します。
Amazonロジスティクスの中心で勤務することで、物流やお客様に関するAmazonの秀でた専門性を身につけることができます。私たちのサプライチェーン及び配送のつながりや、倉庫に関する詳しい知識を使い、日々お客様とつながりを持ちます。
You'll be based at one of our last-mile delivery warehouses, where Amazon's leading logistics system operates.
As orders are dispatched and delivered, you'll be in contact with our warehouse, associates, delivery partners and customers when they need guidance.
Where a customer needs to reschedule a delivery, you'll be informing our delivery partners.Where you notice a delivery issue, you'll get to work resolving it straight away, so that our customers get a great experience every time without having to contact Amazon.
Operating at the heart of Amazon's logistics, you'll develop logistical and customer expertise that sets Amazon apart.You'll connect with our customers every day, using your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses.
About the team私たちのミッションは、地球上で最もお客様を大切にする企業になることです。カスタマーサービスチームほどそのミッションに直接影響を与えられる部署は多くありません。お客様に喜んでいただくことに注力する時間とエネルギーを持てるよう、私たちは人を大切にし、やる気を与えるインクルーシブなチームです。私たちの目標は、お客様が最善の結果を迅速かつ効率的に得られるようサポートし、あらゆる方法でお客様の負担を軽減させることです。お客様の最も複雑な問題に対して、セルフサービスの媒体がエキスパート視点を提供できるように協力もしています。
カスタマーサービス内では、プロセス改善、カスタマーエクスペリエンス、データ分析、そして顧客保持に関わる機会があります。カスタマーサービスチームは常にAmazonのカスタマーサービスをさらによりよいものにしていく方法を追求しており、それを実現させるための素晴らしい人材を必要としています。
Our mission is to be Earth's most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team.
We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers' happiness.
Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently.
We support our self-service channels to offer expert insights into our customers' most complex issues.Within Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention.
The CS team is always looking for ways to make Amazon's customer service even better, and we need excellent people to make that happen.
We are open to hiring candidates to work out of one of the following locations:Saitama, 11, JPN
BASIC QUALIFICATIONS
- 高等学校卒業、または同等の学歴
- カスタマーサービスでの職務経験
- 効率を上げるための、勤務時間を効果的に優先付けする能力
- 会話、読み書きを含めた日本語のコミュニケーションスキル
- Windows OSおよびMicrosoft Outlookの使用経験
- High School or equivalent diploma
- Previous experience in Customer Service
- Ability to effectively prioritize work time to ensure efficiency
- Experience with Windows Operating
- Systems and Microsoft Outlook
- Familiarity with multiple web browsers, data base searching and instant messenger tools
- 4年制大学の学士号または同等の社会経験
- パフォーマンスメトリクスの読解およびそれを発展させた重要業績評価指標(KPI)の向上測定経験
- 全国的に知られている消費者ブランドの商品化・ブランドアンバサダーチームでの勤務経験
- Bachelor Degree or equivalent work related experience
- Proficiency in verbal and written communication skills for language required for the position
- Experience in understanding performance metrics and developing them to measure progress against key performance indicators
- Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand
就業の場所における受動喫煙を防止するための措置に関する事項については、下記リンク先をご覧ください。
The salary information can be provided individually prior to the 1st interview
賃金に関する条件は、1次面接の前に個別にご案内することができます
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