Customer Service Team Manager (English and German), Delivery Station Liaison

ENGINEERINGUK; Deutschland; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

An established industry player is looking for a Customer Service Team Manager to lead a dedicated team within their Delivery Station Liaison unit. This role is pivotal in enhancing customer satisfaction by proactively addressing delivery issues and coaching team members for continuous improvement. The ideal candidate will foster a positive team culture while collaborating closely with various stakeholders to ensure exceptional service delivery. Join a dynamic environment where your leadership can make a significant impact on customer experience and operational efficiency.

Qualifikationen

• Experience in managing customer service teams.
• Strong analytical skills with a focus on performance metrics.

Aufgaben

• Lead a team of 15-25 DSL agents to enhance customer service.
• Analyze performance metrics and report to management.
• Engage with stakeholders to resolve delivery issues.

Kenntnisse

Customer Service Management

Team Leadership

Performance Analysis

Stakeholder Engagement

Coaching and Mentoring

Ausbildung

Bachelor's Degree

Jobbeschreibung

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Customer Service Team Manager (English and German), Delivery Station Liaison

DESCRIPTION

The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within Amazon's Delivery Stations. The team supports customers who have experienced a failed delivery and require an urgent reattempt, while also reducing customer effort by addressing delivery issues proactively.

The DE DSL Team seeks a Team Manager to support a regional team. The Team Manager sets the vision and culture, creates performance goals, focuses on improving customer satisfaction, and collaborates with stakeholders to resolve customer-impacting issues.

Key job responsibilities

1. Remotely lead a team of 15-25 DSL agents
2. Analyze performance metrics and participate in Weekly Business Review calls with management to report and plan actions
3. Coach agents for continuous performance improvement
4. Audit customer contacts and participate in calibration sessions to ensure high-quality interactions
5. Engage with stakeholders from Amazon Logistics through reporting and calls, representing the Voice of Customer and resolving issues
6. Participate in process improvement (