Customer Service Team Manager - Medellin, Customer Service

Amazon Inc.; Norte; On-site; COP 33,480,000 - 60,264,000; Full time

Job summary

Amazon Operation Services Colombia S.A.S. is seeking a Customer Service Team Manager to lead a team of 20 associates in Medellin. The role focuses on coaching, development, performance and engagement, while removing barriers to deliver world-class service.

The ideal candidate will coach individuals, manage scheduling and payroll, and model the Amazon CS principles across all customer interactions. Strong English and Excel skills are required as part of a collaborative, data-driven leadership

Qualifications

• Experience leading teams in customer service or customer-facing roles.
• Fluent in English (speaking, reading and writing).
• Proficient with Microsoft Office, particularly Excel.

Responsibilities

• Lead and coach a team of customer service associates (approx. 20 people).
• Support scheduling, payroll, and performance management to meet Amazon CS standards.
• Role model world-class service and articulate Amazon mission and Contact Tenets.
• Identify coaching opportunities from data and drive engagement and development plans.
• Communicate business messages and facilitate effective team discussions.
• Ensure professionalism, approachability, and timely delivery of tasks.

Skills

Leadership and people management

English fluency

Tools

Microsoft Excel

Job description

Job ID: 10586538 | Amazon Operation Services Colombia S.A.S.

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers.

We continue expanding our Customer Service operation in Colombia and we are looking for leaders like you!

Customer Service Team Manager

The Team Manager will lead and support a team of 20 Customer Service Associates.

The number one priority for this role is to support the associates in areas such as: coaching, development, performance and engagement and removing any barriers that prevent them from demonstrating Amazon principles on every contact.

The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this, they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them. 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 people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll 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. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Key job responsibilities

• 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
• Role model contact handling skills
• Ability to review contacts and opportunities to support associates with coaching
• Deliver Results
• Strong time management and organizational skills
• Completes tasks on time to a high quality standard
• Helps associates understand the performance bar and supports them to reach it
• Drives team engagement and actions through Connections results and insights

Basic Qualifications

• Experience demonstrating leadership and people management in Customer Service or customer facing roles
• Speak, write, and read fluently in English
• Experience with Microsoft Office suite, particularly Excel
• Based in Medellin

Preferred Qualifications

• Experience in a people management or leadership role which includes coaching and developing others

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.