Tuesday , March 5 2024

Amazon Jobs – AWS Customer Service Manager

Website Amazon

Job Description:

A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.

Job Responsibilities:

  • Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
  • Leading and developing a team of 6 Team Managers and 60 associates; responsible for the overall direction, coordination and evaluation of the team.
  • Developing and achieving performance goals and objectives in order to achieve customer promise expectations
  • Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to “Move the needle”
  • Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-range goals
  • Identifying and eliminating barriers to accuracy, productivity, and quality.
  • Carrying out supervisory responsibilities in accordance with AWS (Amazon Web Services™) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

Job Requirements:

  • Strong oral (speaking, listening, interpretation) and written communication skills.
  • Ability to be flexible in shift assignments and work areas.
  • Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
  • Absolute passion for ensuring a great customer experience with every contact.
  • A minimum of 10mb fibre connection is required until such time that we are able to work from the office.
  • Strong technical analysis skills; you are someone who wants to dive into the numbers and seeks to understand
  • Demonstrated history of improving customer experience / contact interaction
  • Able to work in an ambiguous, internet-speed environment.
  • Demonstrated history delivering results in cross functional environments – ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
  • Bachelors Degree
  • Experience managing other managers
  • Knowledge of Six Sigma/Lean Processes
  • Exceptional skills in data manipulation and analysis
  • Project Management certification

Qualification & Experience:

  • 2-4 years relevant experience managing 20-25 customer service associates
  • 2 + years managing team managers

Job Details:

Company: Amazon

Vacancy Type:  Full Time

Job Location: Cape Town, Western Cape, South Africa

Application Deadline: N/A

Apply Here

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