Customer Service Team Manager (English and German), Delivery Station Liaison
Amazon.com
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 to visit teams and stakeholders to build relationships
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.
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 to visit teams and stakeholders to build relationships
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.
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