[FULL TIME Remote] Customer Service Team Manager

We're looking for a high-impact individual to join our team as a Customer Service Team Manager! This Remote position offers an immediate start for the right candidate. This position requires a strong and diverse skillset in relevant areas to drive success. In recognition of your expertise, this position offers a salary of a competitive salary.

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Amazon Customer Service is looking to hire a Customer Service Team Manager who has a fluency in Arabic and English in Jordan (AMM15).

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. You will be tasked with supporting your people and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets on every contact.

The ideal Team Manager understands that supporting the associates 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 invest 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 and 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. You will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon Customer Service 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.
Key job responsibilities
• Manage day to day operations with a team of 20-25 Customer Service Associates (CSAs).
• Hold Regular 1-1 with CSAs every week.
• Manage work prioritization and delivery based on business needs.
• Ensure high quality delivery under aggressive deadlines.
• Track weekly/monthly metrics and process reviews with stakeholders across time zones.
• Initiate and lead process improvement projects, present solution proposals, and implement them to other applicable/in-scope operational areas.
• Communicate policies to associates and become the primary information source for staff; follow-up to ensure compliance and consistency; take corrective action as necessary and document the issue and actions taken.
BASIC QUALIFICATIONS
• 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates.
• Microsoft Excel Advance knowledge.
• Excellent time management, organizational talent and presentation skills. Can deal with constant change positively and maintain high motivation.
• Drives team engagement and actions through internal survey results and insights. Helps associates understand the performance bar and supports them to reach it.
• Demonstrated ability to handle reporting and analysis.
• Ability to effectively and efficiently complete difficult goals or assignments.
• Can adapt well to changing circumstances and strategy.
• Strong interpersonal and communication skills.
PREFERRED QUALIFICATIONS
• Graduate Degree is preferred.
• Preferred Project Management & knowledge of Six Sigma/Lean Processes.
• Advanced computer skills using a variety of programs is highly desired.
• 24/7/365 availability, including willingness to work on weekends, and outside of the 'standard' work day.
• 3 plus years’ experience with Customer service.

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Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

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