Customer Service Team Manager (English and German), Delivery Station Liaison
The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazon’s Delivery Stations.
The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem.
The DE DSL Team is looking for a Team Manager to support one of our regional teams. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations / goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions.
Key job responsibilities
Remotely lead a team of 15-25 DSL agents
Analyse performance and metrics. Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.
Coach agents to continuously improve performance
Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions
Engage with stakeholders from Amazon Logistics through reporting and regular calls. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
Join regular process improvement ( Gemba ) calls with DSL agents and peers
Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships
We are open to hiring candidates to work out of one of the following locations :
Virtual Location - DEU
BASIC QUALIFICATIONS
- Educated to Bachelor’s Degree level or equivalent
- People management experience
- Demonstrable experience in analysing metrics and developing action plans based on outcomes
- Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups
- Fluent in German and English
- Comfortable and willing to work in a diverse environment, contributing to a diverse and inclusive workspace
- Depending on the agents' shifts, team managers might need to work occasional Saturdays or until early hours of the evenings.
- Frequent travel is main a requirement for this role.
PREFERRED QUALIFICATIONS
- Experience leading teams remotely and in a customer-facing environment
- Second language to business level : Dutch
- Strong interest in hiring and developing people in their respective roles
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