Customer Service Team Manager

Job Description


Our overall mission is simple:
We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers.

Amazon is looking for a Customer Service Team Manager for our Customer Service team based in Edinburgh.

You will lead and support a team of Resolution Specialists.

The number one priority for this role is to support the associates who will directly report to you. In this role, you will be responsible for the coaching, development, performance and engagement of your specialists. Your employees to be your exclusive focus, you will be tasked with supporting your employees and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets (ground rules) on every single customer contact.

The ideal Team Manager understands that supporting the employees is the most critical role they perform, to achieve this they are open and approachable, engage with their employees individually to understand how to most effectively coach and motivate them and invests time in developing their employees. to become legends! They build a work environment where specialists are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your employees and celebrate their success. As a single threaded leader for your employees, you will take care of all elements of your specialists satisfaction and engagement at work, including communication and management of their scheduling and taking action on issues arising in your team, serving as a point of contact for escalated contact resolution.

As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts.

You will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your employees understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Basic qualifications
Degree qualified
Relevant experience in direct people management.
Fluency in English(written and oral)
Microsoft Excel
Maintains a high level of professionalism and approach-ability
Can confidently facilitate team discussions and communicate business messages
Experience in coaching and leading employees
Understanding of and practical experience in effective coaching techniques
Can support employees through individual development plans
Confidence to interview applicants and demonstrate understanding of the performance and leadership bar to effectively apply it on hiring decisions
Role model for contact handling skills. Is able to review contacts to identify WOW moments, examples for excellent Customer Service and opportunities to support associates with coaching
Excellent time management, organizational talent and presentation skills. Can deal with constant change positively and maintain high motivation
Drives team engagement and actions through internal survey results and insights. Helps associates understand the performance bar and supports them to reach it
Completes tasks on time to a high quality standard
Ability to work independently and deal with a high level of ambiguity.

Preferred qualification
Knowledge of Process Improvement approaches (Lean, Six Sigma)
Basic technical knowledge to handle Internet or computer issues remotely
Experience in leading teams in a virtual environment

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