Customer Service Team Manager

20 ore fa

Remote, Italia Amazon Italia Customer Services Srl Tempo pieno

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The Delivery Station Liaison (DSL) team advocates for Customers from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by proactively addressing delivery issues before the customer even knows there was a problem. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations and goals, maintaining a focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions.

Key job responsibilities
•Remotely lead a team of 15-30 DSL agents.
• Travel to Delivery Stations depending on the business needs (a minimum of three visits per month) to visit teams and build relationships.
• Analyse performance metrics and drive performance improvements.
• Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers.
• Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.
• Coach agents to continuously improve performance.
• Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions.
• Engage with stakeholders from Amazon Logistics through reporting and regular calls.
• Join regular process improvement calls with DSL agents and peers.
• Drive DSL agent engagement

BASIC QUALIFICATIONS

- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience with risk adjustment coding, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround
- Experience in MS Office including Excel, or experience with Microsoft office tools like Word, Excel, Outlook, and OneNote
- Educated to Bachelor’s Degree level Leadership and people management experience.
- Experience demonstrating leadership and people management in Customer Service or customer facing roles
- Proficient in spoken and written English (Common European Framework of Reference C1 or above).

PREFERRED QUALIFICATIONS

- Experience leading teams remotely and in a customer-facing environment.
- Strong interest in hiring and developing people in their respective roles.

Customer Service Team Manager

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