Job Overview

Customer Service Manager at Amazon, you will be responsible for leading a team dedicated to providing exceptional support to our customers. You will oversee daily operations, implement strategies to enhance customer satisfaction, and ensure your team meets performance metrics. Your leadership will be crucial in driving a culture of customer obsession and continuous improvement.

Responsibilities

Recruiter - Client Based:

• Key Responsibilities: 

• Team Leadership: 

• Manage, mentor, and develop a team of customer service associates. 

• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback. 

• Foster a positive and inclusive work environment that encourages teamwork and collaboration. 

• Operational Excellence: 

• Oversee day-to-day operations of the customer service department, ensuring adherence to company policies and standards. 

• Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and actionable insights. 

• Develop and implement strategies to improve efficiency, reduce costs, and enhance service quality. 

• Customer Experience: 

• Ensure a high level of customer satisfaction by actively addressing customer inquiries, complaints, and issues in a timely and effective manner. 

• Collaborate with cross-functional teams to enhance the overall customer experience and resolve systemic issues. 

• Training and Development: 

• Design and deliver training programs for new hires and ongoing training for existing team members. 

• Promote a culture of learning and improvement within the team, encouraging associates to develop their skills and grow in their careers. 

• Reporting and Analysis: 

• Prepare and present regular reports to senior management on team performance, customer feedback, and operational challenges. 

• Utilize data and analytics to drive decision-making and prioritize improvement initiatives. 

• Compliance and Risk Management: 

• Ensure compliance with all relevant policies, procedures, and regulations. 

• Identify potential risks and implement strategies to mitigate them. 

Job Qualifications and Skill Sets

The ideal candidate should have:

• Bachelor's degree in Business Administration or related field 

• At least 5 years+ of proven work experience in Amazon managing Amazon Business 

• Expert in Microsoft Applications and customer service software 

• Good understanding of management practices and techniques 

• Excellent leadership and interpersonal skills 

• Excellent verbal and written English Communication Skills 

• Fast learner & highly trainable with good analytical skills 

• Good problem solver & with a positive attitude 

• Detail and customer-oriented with good multitasking and organizational ability 

• Must be willing to work onsite, graveyard shift, and holidays 

• Can start immediately