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Virtual Customer Service Team Mngr -WorkHome - Nationwide - Germany in der Städteregion Aachen
Referenznummer: acjobs-st-23535

Amazon - Vollzeitbeschäftigung
Start ab sofort - Online seit dem 10.01.2019


Hiring For The FutureWe are currently planning our hiring for 2019. Please note the next steps in the Recruitment process will not commence until January, so please expect a delay on the outcome of your are interested in this opportunity we encourage you to apply nowwe will be in touch with you when our hiring begins.Our overall mission is simple: We want Amazon to be the placeour customers can find, discoverbuy 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.Amazon is looking for a Customer Service Team Manager for our Virtual Customer Service in Germany who will leadsupport a team of 15-22 Customer Service Associates who are working remotely (Home Office required).The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performanceengagement of your associates. The role expects your employees to be your exclusive focusyou will be tasked with supporting your employeesremoving any barriers that prevent themdemonstrating the Amazon Customer Service Contact Tenets (ground rules) on every single customer contact.The ideal Team Manager understands that supporting the employees is the most critical role they perform, to achieve this they are openapproachable, engage with their employees individually to understand how to most effectively coachmotivate theminvests time in developing their employees to become legends! They build a work environmentassociates are engagedfeel a positive sense of achievement about their role in delivering world class service.You will be responsible for using quantitativequalitative data to identify opportunities to coach your employeescelebrate their success. As a single threaded leader for your employees you will take care of all elements of your associates satisfactionengagement at work, including communicationmanagement of their schedulingtaking 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 missiondeeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your employees understand the important role they play in living the Contact Tenetshow their role supports the Amazon flywheel.
About our rewards
We will expect you to go the extra mile, but we will also make sure you are well rewarded. As well as a competitive salarystock units we offer a host of other benefits.
Deliver Results:

Excellent time management, organizational talentpresentation skills
Ability to deal with constant change positivelymaintain high motivation
Drives team engagementactions through internal survey resultsinsights
Helps associates understand the performance barsupports them to reach it
Completes tasks on time to a high quality standard
Basic Qualifications

One year experience in leading employees
University degree
Fluent in GermanEnglish in writtenoral communication
Proficiency in Microsoft Excel
Internet connection with 50 Mbit/sfaster
Separate, lockable working room

Strong listening skills
Maintains a high level of professionalismapproach-ability
Positive communicator who also can lead tough conversations
Ability to confidently facilitate team discussionscommunicate business messages
Experience in coachingleading employees
Understanding ofpractical experience in effective coaching techniques
Ability to continually support employees through individual development plans
Confidence to interview applicantsdemonstrate understanding of the performanceleadership bar to effectively apply it on hiring decisions
Delivering Service

Role model for contact handling skills
Ability to review contacts to identify WOW moments, examples for excellent Customer Serviceopportunities to support associates with coaching
Preferred Qualifications

Knowledge of Process Improvement approaches (Lean, Six Sigma, …)
Additional languages (Dutch, Turkish, Polish, …)
Basic technical knowledge to handle Internetcomputer issues remotely
Experience in leading teams in a virtual environment you thrive in a challengingfast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement,the things you do one moment, you will not necessarily be doing 6 months later. We don’t like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It’s that kind of spirit that drives our success nowkeeps us ahead in the could be part of it. It’s as simple as this: Work Hard. Have Fun. Make History.With the same qualification, severely handicapped applicants are treated preferentially.Amazon is an equal opportunities employer. We believe passionately that employing a diverseworkforce is central to our success. We make recruiting decisions based on your experience andskills. We value your passion to discover, invent, simplifybuild.Amazon takes your personal data protection seriouslyrespects EUlocal data protectionlaws. Unless you express otherwise, by submitting your CV you authorize the hiring Amazoncompany to store your personal data in the electronic database maintained by Amazon CorporateLLC. in the USAone of its affiliates for the purpose of assessing your suitability for thisfuturejob vacanciesto pursue your recruiting process.If at any time you want your personal data to be deleted, you simply need to notify the hiringAmazon company. Amazon will not share your personal data with any third party without your priorconsent. As part of your interview process with Amazon you may be asked to authorize the hiringAmazon company to separately verify your application datapersonal background through athird party service provider. 

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