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Customer Service Team Manager (English and French), Delivery Station Liaison

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Customer Service Team Manager (French and English)

Are you passionate about motivating and developing a team of driven, customer-obsessed associates? Do you love to dive into systemic issues and develop solutions to challenging problems? If you answered yes to both these questions we have the career for you! Amazon is looking for a Team Manager who will have responsibility for approximately 17 to 25 associates.

The number one priority for this role is to ensure that associates are supported to deliver a world class experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.

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

Successful candidates will demonstrate:
· Effectiveness in developing a large team of customer service associates.
· Ability to engage team members in group discussions
· Understanding of effective coaching techniques
· Ability to support people through individual development plans
· Proficient listening and overall communication skills
· Positive communicator who is sensitive to having difficult conversations to motivate associates to engage our customers in a positive style
· Ability to confidently facilitate team discussions and communicate business messages
· Demonstrates a high level of professionalism and is approachable

Operational Delivery:
· Time management and organizational skills
· Completes tasks on time to a high quality standard
· Takes action on issues and opportunities raised in team Gemba discussions or continuous improvement initiatives
· Helps associates understand the performance bar and supports them to reach it
· Develops and achieves performance goals and objectives in line with the network wide vision and goals
· Encourages team engagement
· Engage with stakeholders from Amazon Logistics through reporting and regular calls. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
· Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions
· Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships with stakeholders and partners

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - IRL
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Publication date: 2024-04-04
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