CS Team Manager bei Amazon CS Berlin GmbH

Amazon CS Berlin GmbH

• Experience in leading employees
• University degree or equivalent
• Fluent in German and English
• Expert in Microsoft Excel

We want Amazon to be the place where our customers can find, discover and buy 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 (f/m/d) for our Customer Service in Germany based in Berlin who will lead and support a team of 15-20 Customer Service Associates.

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, performance and engagement of your associates. The role expects your employees to be your exclusive focus and you will be tasked with supporting your employees and removing any barriers that prevent them from demonstrating 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 open and approachable, engage with their employees individually to understand how to most effectively coach and motivate them and invests time in developing their employees to become legends! They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your employees and celebrate their success. As a single threaded leader for your employees, you will take care of all elements of your associates satisfaction and engagement at work, including communication, management of their scheduling and taking 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 mission and deeply understand the expectations of the Amazon CS Contact Tenets. You will ensure your employees understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

If you thrive in a challenging and fast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing six 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 now and keeps us ahead in the future. Moreover, you could be part of it. It is as simple as this: Work Hard. Have Fun. Make History.

Severely disabled applicants with the same qualifications will be given preference. As soon as the application of a severely disabled person is received, the representative body for severely disabled persons at the location is automatically involved in the application process by the recruiter in accordance with section 164 (1) sentence 6 of the German Social Code IX (SGB IX) and, as far as possible, is present at the interviews. Unless the severely disabled applicant rejects this (Section 164 (1) sentence 10 SGB IX). § Section 178 (2) SGB IX remains unaffected by this.

Key job responsibilities

We are open to hiring candidates to work out of one of the following locations:

Berlin, BE, DEU

• Knowledge of Process Improvement / Quality Control Tools and Method - Process Improvement (Lean / Six Sigma) experience
• Experience in identifying measures to increase team / employee engagement by using survey results
• Experience in coaching and leading employees
• Understanding of and practical experience in effective coaching techniques
• Ability to continually support employees through individual development plans
• Confidence to interview applicants and demonstrate understanding of the performance and leadership bar to effectively apply it on hiring decisions
• Role model for contact handling skills

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.

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