Customer Service Team Manager (Italian)

Where: Bucharest (Romania)

Extent of Work: Full Time

Click here to apply in English

DESCRIPTION

At Amazon we’re working to be the most customer-centric company on earth and we are constantly working to improve our customer service. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support across a wide range of products and services. VCS-ROM is looking for a Customer Service Team Manager to support our Customer Service Agents as we grow our new virtual site. In this role, which is based virtually but from Romania, you will be managing a team of up to 20 Customer Service Associates and be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as Workflow, local leadership and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.

BASIC QUALIFICATIONS

It is a requirement that you are fluent in written and spoken Italian & English
Skill Requirements: Leadership:
· Experience coaching or leading people
· Understanding of effective coaching techniques
· Ability to create and continually support people through individual development plans
· Strong listening skills
· Positive communicator who understands when necessary how to have tough conversations
· Knows and communicates the Amazon mission, vision and strategy
· Ability to confidently facilitate team discussions and communicate business messages
· Maintains a high level of professionalism and approachability
· Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions
· Delivering Service
· Role model contact handling skills
· Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
Deliver Results:
· Strong time management and organizational skills
· Completes tasks on time to a high quality standard
· Takes action on issues and opportunities raised in team Gemba
· Helps associates understand the performance bar and supports them to reach it
· Drives team engagement and actions through Connections results and insights



PREFERRED QUALIFICATIONS

Advance computer skills across Microsoft Office
Experience of Team Management roles and responsibilities
Familiarity of Amazon systems
Fluent in Romanian Language

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