Customer Service Manager

Vacancy posted: Tuesday, 20 September 2016

Salary: úCompetitive
Location: Edinburgh

Job ref. no.: 395391

The EU CS Team Manager is responsible for the performance of an EDI3 Team to maintain the competition advantages of Amazon by focusing on the complete satisfaction of our customers.  This is a highly visible position that is critical to the company's Customer Service operations, with direct accountability for performance management, quality, and metrics.

Deliverables/ Scope:
- Manage approximately 20-30 Associates and drive quality initiatives, process change initiatives, and other Change/ Six Sigma initiatives
- Define and manage metrics to manage team, individual Associate performance, and customer feedback when appropriate
- Recruit, train and manage AssociatesManage teams’ email and phone workflow
- Set up and communicate quality and productivity goals specific to the team
- Ensure high compliance to operational processes and policies
- Measures performance, provides feedback, hold Associates and Leads accountable for their performance
 - As needed partner with CS Associates to establish corrective plans to insure that individuals meets objectives
- Conduct regular 1-2-1s’ with Associates
- Ensure all Service Levels are met for the website he/ she is supporting Monitor actual staffing levels against plan
- Ensure compliance to intra-week and intra-day schedules
- Dynamically monitor Service Levels and taking the relevant corrective actions as required
- Provides leadership by:Communicates and maintains Amazon CS vision, direction and culture to the team
- Represents Amazon by maintaining a positive and professional attitude
- Drives his/ her teams to high level of achievement and meet CS goals
- Delegates effectively to his/ her Team Leads
- Maintains great motivation levels in their group
- Continuously ensuring quality by issuing reports about the individual employee's customer contacts (discussion of single emails and review of telephone calls) and appropriate deputising these duties to - Leads
- Being Escalation Point for Customers Requests
- Recognising, reporting and solving of problems concerning the technical procedures

Supports Operational Excellence by:
- Constantly improving workflow and operational processes
- Leads process-improvement efforts and manage the implementation of both business processes and technical solutions
- Applies best practices from and share best practices with global counterparts
- Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution
- Ensures that all Learning initiatives are completed in a timely manner (as required by corporate, department, or site initiatives)
- Ensures that all escalated customer enquiries are handled within relevant
- SLA

Experience/Skills:
- Demonstrate ability to manage, motivate, and influence work & team behaviours
- High customer orientation (internal and external)
- Ability to organise, manage, and communicate across position levels and functions

Technical Expertise:
- in-depth knowledge of planning and analysis; solution driven approach to system and process; advanced computer literacy (Excel, Access, PowerPoint, Outlook, Word). Unix, Perl and/ or Oracle/ SQL desirable

High dependability - be there to manage team/ Flexibility- flexible on weekend & evening shiftsProven capability of responding readily and flexibly to changes
- Goal driven, target orientated, able to step back and look at the bigger picture (helicopter view), the person will also be able to manage ambiguity with their sleeves rolled up, and posses a preparedness to get involved
- Demonstrate a strong track record of problem solving and very strong analytical skill capability as he/ she will is required to look at and find solutions for a variety of operations problems. Look at the difficulty - and fix it. Good timely decisions will need to be made on a regular basis

Open Communication- Willingness to ask and honestly answer the tough questions. Treat other’s opinions with respect. Fosters open communication. Shares information that helps others do their job wellPossesses intellectual curiosity; brings insight into the team/ business, especially in a multicultural and multi-location environment

Quality of work- Consistently provides the highest quality service.

Pays attention to detail
- Demonstrated superior communication skills (written and verbal); Fluent English;

If interested, please apply online at ?jobmediaid=86123&typeid=1

s1 says:

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