Remote Customer Service Team Manager (Fluent German & English Speaker) (f/m/d), Delivery Station Liaison United Kingdom
Job description
1 or more years’ experience in Customer Service/Customer facing role;
Demonstrable leadership and people management experience;
Experience in analysing metrics and developing action plans based on outcomes;
Proven ability to make and implement decisions;
Proven ability to build relationships quickly;
Fluent in German and English;
Comfortable and willing to work in a diverse environment, contributing to a diverse and inclusive workspace.
The Delivery Station Liaison (DSL) team provides outstanding Customer Service 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 pre-emptively addressing delivery issues before the customer even knows there was a problem.
The DE DSL Team is looking for an interim Team Manager to support one of our regional teams. 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 working with stakeholders to implement solutions.
Key job responsibilities
Remotely lead a team of 17-25 DSL agents
Analyse performance and metrics. 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. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
Join regular process improvement (“Gemba”) calls with DSL agents and peers
Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships
2-3 years’ leadership experience;
Prior experience leading teams remotely and in a customer-facing environment;
Strong interest in hiring and developing people in their respective roles.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel: +448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel: +3531800851489).
