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

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

Ø Ability to concentrate – follow customers issues without distraction to resolution

Ø Work successfully in a team environment as well as independently

Ø Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer

Ø Excellent typing skills

Ø Demonstrates an ability to successfully navigate websites

Ø Demonstrates a proficient knowledge of email applications

PREFERRED QUALIFICATIONS