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Customer Service Team Manager, CS - Phone Sales Ops

Customer Service Team Manager, CS - Phone Sales Ops

Amazon Japan G.K.JP
25日前
職務内容の詳細

Amazonカスタマーサービスでは、Customer Service-Business (CS-B) チームのTeam Managerを募集します。Team ManagerにはAmazon Business Accountに登録されている法人のお客様からのお問い合わせをサポートするチームを統率していただきます。

Team Managerはお客様からのお問い合わせに対応するアソシエイトのサポート業務だけでなく、Voice of Customer(VOC)をもとに、様々な部署と連携しながら業務プロセスを改善します。業務プロセス改善にあたってはグローバルチームとの調整を行う機会も多くあります。また、リーダーシッププリンシプル(行動規範)に則ってチームをリードし、個人およびチームのパフォーマンス目標を達成するための方向性を示すことで、Amazonのビジョンを実現します。

Amazon Customer Service is seeking a Team Manager for the Customer Service-Business (CS-B) team. The Team Manager will lead a team that supports inquiries from corporate customers registered with Amazon Business Account.

The Team Manager not only supports associates who handle customer inquiries but also improves business processes in collaboration with various departments based on the Voice of Customer (VOC). There will be many opportunities to coordinate with global teams when improving business processes. Additionally, the Team Manager will lead the team according to Leadership Principles, establish direction to achieve individual and team performance goals, and realize Amazon's vision.

This position requires the ability to manage multiple tasks with prioritization and the flexibility to consider and empathize with the best solutions for customers and associates.

Key job responsibilities

Team Managerとしての主な職務は以下のとおりです。その他関連した業務に対応いただきます。

  • 24時間のうち1日実働8時間/土日祝を含む週5日勤務)
  • 5勤2休、月10日公休(年間120日公休)

The main responsibilities of the Team Manager position include, but are not limited to :

  • Leading the team (including associate development, performance management, and engagement promotion) and proposing / implementing new ideas in line with organizational growth
  • Establishing balanced coaching styles based on individual situations and characteristics, and providing coaching that promotes awareness and motivation among associates
  • Managing associate performance goals and achieving team objectives to enhance customer experience
  • Escalating system issues and executing actions toward resolution
  • Collaborating with other departments to resolve issues that hinder compliance, associate productivity, and quality improvement
  • Driving other projects assigned by the leadership team
  • Work Schedule Notes : This position operates on a shift work system (8 working hours within a 24-hour period / 5 days per week including weekends and holidays)
  • Generally follows a 5-day work, 2-day off schedule with 10 days off per month (120 days off annually)
  • Overtime work, holiday work, or late-night shifts may be required
  • BASIC QUALIFICATIONS

  • 5年以上のカスタマーサービス部門における業務経験
  • 1年以上のPeople Managerの経験
  • PC操作(Microsoft Windows OSおよびMS Office)をスピーディーに問題無く行えること
  • 5+ years of experience in customer service operations
  • 1+ year of experience as a People Manager
  • Proficient and quick computer skills (Microsoft Windows OS and MS Office applications)
  • Experience working with customers and collaborating with internal / external stakeholders in both Japanese (native level) and English (business level)
  • Strong multitasking abilities to manage multiple priorities and urgent matters without delays in a fast-paced environment
  • Ability to maintain a positive attitude and demonstrate effective communication skills within a diverse organization
  • PREFERRED QUALIFICATIONS

  • Microsoft Officeの上級スキル(Excelの関数・ピボットテーブルの他、Microsoft Word / Microsoft PowerPointの文書作成等)
  • ITスキル
  • 3年以上のPeople Manageの経験
  • Advanced Microsoft Office skills (Excel functions and pivot tables, document creation in Microsoft Word and Microsoft PowerPoint)
  • Advanced IT skills including dashboard creation
  • Project management experience
  • 3+ years of People Management experience
  • Flexibility to support a growing business
  • Our inclusive culture empowers Amazonians to deliver the best results for our customers.

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