Job Description for L2 associates

Overview:

The L2 associate acts as the primary interface between Amazon and our delivery partners, so to our delivery partners- you ARE Amazon. L2 Associates are expected to identify DP concerns and work on troubleshooting delivery partner issues and provide process improvement suggestions.

• Summary of Responsibilities
• Effectively communicate in a clear and professional manner at all times
• Provides/ 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
• Maintains or exceeds targeted performance metrics
• Actively seek solutions through logical reasoning and identify trends to suggest process improvements

Basic Qualifications

• Experience troubleshooting and documenting findings, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Can work proactively and independently, meet deadlines, and deliver on projects and tasks
• Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etc.
• Experience in writing and editing with a strong command of grammar, punctuation and style
• Knowledge of working over internet and successfully navigating websites
• Knowledge of Microsoft Office including Outlook, Word, and Excel
• Qualitative Requirements
• Ø Graduation in any specialization from a recognized university.
• Ø Excellent communication skills (written and verbal).
• Ø Ability to communicate correctly and clearly with all customers
• Ø Good comprehension skills – ability to clearly understand and state the issues customers present

Preferred Qualifications

• Experience in logistics
• Knowledge of and proficiency in Excel and SQL

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.