Team Manager, Customer Service

Community Shopping Moderate チームマネージャーを募集しています。アマゾンカスタマーサービスはカスタマーサービスチームマネージャーの役割と責任範囲を次のように定義しています。

Customer Obsessionのロールモデル、カスタマーサービスのカルチャーの実践者および専門家、チームの育成者、そしてアマゾン企業文化の推進者として機能します。従業員の育成とサポートにおいては、勤務時間の75%をコーチングに充て、個別面談を通じて効果的な指導と動機付けを行います。定量的・定性的データを活用して目標達成を支援し、従業員の成功を積極的に評価・称賛します。

Amazon Customer Service is looking to hire a Community Shopping Moderate Team Manager.

In this position, you will function as the primary supporter of your direct reports, a role model of Customer Obsession, a practitioner and expert of customer service culture, a team developer, and a promoter of Amazon's corporate culture. In developing and supporting employees, you will dedicate 75% of your working hours to coaching, providing effective guidance and motivation through individual meetings. You will utilize both quantitative and qualitative data to support goal achievement and actively evaluate and praise employee success.

Your responsibilities include fostering a positive workplace culture, improving employee satisfaction and engagement, creating an environment where employees can achieve a sense of accomplishment, and identifying and removing work-related barriers. When problems arise, you will analyze root causes and work to prevent recurrence while promoting appropriate escalation. Furthermore, you will guide the understanding and implementation of customer service culture and deepen employees' understanding of their contribution to Amazon's business.

Please note that this position requires shift work according to the site's operating hours.

Key job responsibilities

• 20-25名のカスタマーサービスアソシエイトのチームの日常業務管理
• One-on-oneの指導を通じた部下のパ・フォーマンスと育成の推進
• Customer Onsessionの模範を示し、規模を拡大しながら迅速に推進。スピーディーな環境での高品質な業務遂行の確保
• Customer experienceの改善への貢献
• Amazonの文化、ミッション、リーダーシップ原則の推進
• Manage day to day operations with a team of 20-25 Customer Service Associates.
• Achieve performance goals and objectives in line with the network wide vision and goals.
• Hold regular 1on1 coaching sessions with your associates, to drive performance and development.
• Be a subject matter expert on our processes and procedures.
• Manage work prioritization and delivery based on business needs.
• Role-model and drive Customer Obsession at scale, and in a fast pace. Ensure high quality delivery in a fast-paced environment
• Drive team engagement and actions through internal survey results and insights, help associates understand the performance bar and support them to reach it.
• Communicate news, updates, focus areas and other topics to associates; follow-up to ensure compliance and consistency.
• Deliver positive recognition and take corrective action as necessary; document issues and actions taken.
• Contribute to customer experience improvement by identifying and escalating customer issues.
• Champion Amazon's culture, mission, and leadership principles within your team.

A day in the life

N / A

About the team

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BASIC QUALIFICATIONS

PREFERRED QUALIFICATIONS

Our inclusive culture empowers Amazonians to deliver the best results for our customers.