Customer Service Team Manager , Customer Service

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.

We continue expanding our Customer Service operation in Colombia and we are looking for leaders like you!

Check the job description of the role below, update your resume and apply now!

Customer Service Team Manager

The Team Manager will lead and support a team of 20 Customer Service Associates.

The number one priority for this role is to support the associates in areas such as: coaching, development, performance and engagement and removing any barriers that prevent them from demonstrating Amazon principles on every contact.

The ideal Team Manager understands that supporting their people is the most critical 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. They build a work environment where associates 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 people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team.

As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts. As a leader 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 people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Key job responsibilities

  • Experience coaching or leading people
  • Understanding of effective coaching techniques
  • Ability to create and continually support people through individual development plans
  • Strong listening skills
  • Positive communicator who understands when necessary how to have tough conversations
  • Knows and communicates the Amazon mission, vision and strategy
  • Ability to confidently facilitate team discussions and communicate business messages
  • Maintains a high level of professionalism and approachability
  • Role model contact handling skills
  • Ability to review contacts and opportunities to support associates with coaching
  • Deliver Results
  • Strong time management and organizational skills
  • Completes tasks on time to a high quality standard
  • Helps associates understand the performance bar and supports them to reach it
  • Drives team engagement and actions through Connections results and insights

Skills:
Coaching, Customer Relations, Customer Service Management, Customer Service Operations, Customer Support/Service, Organizational Skills, Schedule Development, Service Delivery, Team Lead/Manager, Time Management


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Amazon.com Inc


At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit

Company Size:
10,000 employees or more


Industry:
Retail


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1994


Website:


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