CS CAP Team Manager (A)

Amazon; Netherlands; Remote; EUR 60,000 - 80,000; Full time

Job summary

Amazon CS Netherlands B.V. is seeking a fluent Dutch and English speaking Team Manager to support a CS team located in the Netherlands, with remote working options.

You will lead up to 20 Customer Service Associates, guiding performance, coaching, scheduling, and ensuring delivery of world-class customer experience. You will collaborate with Workflow, local leadership and HR to optimize service levels and address issues quickly.

Qualifications

• Fluent in Dutch (reading, writing, speaking)
• Fluent in English (reading, writing, speaking) and able to take direction in English
• Experience in customer service or leadership role

Responsibilities

• Lead and manage a team of up to 20 Customer Service Associates
• Collaborate with Workflow, local leadership and Human Resources to review performance and improve service
• Coach and develop associates to deliver world-class customer experience and address issues promptly

Skills

Team leadership

Customer service

Dutch fluency

English fluency

Job description

Job ID: 10456123 | Amazon CS Netherlands B.V. - K32

We are looking for a fluent Dutch and English speaking Team Manager, available to work in a remote location based in Netherlands.

The number one priority for this role is to ensure that associates are supported to deliver a world class customer experience. 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 implementing dynamic solutions.

Key job responsibilities

Customer Service Team Manager will support our Customer Service Agents. In this role, 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.

A day in the life

The ideal Team Manager understands that supporting their people is the most important 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 and invests time in developing their people to feel supported to become legends! They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class service.

Day-to-day, you will be responsible for using quantitative and qualitative data to identify opportunities to coach your employees and celebrate their success. As a single threaded leader for your employees, you will take care of all elements of your associates’ satisfaction and engagement at work, including communication and management of their scheduling and acting on issues arising in your team.

About the team Concessions Abuse Prevention (CAP) exists to ensure good customers have a friction free concessions experience when transacting with Amazon, and stop bad actors from taking advantage of Amazon's generous concession policies.

Basic Qualifications

• Speak, write, and read fluently in Dutch
• Speak, write, and read fluently in English, and have the ability to take direction in English
• Experience in CS or experience in a leadership role

Preferred Qualifications

• Experience of Concessions Abuse Prevention

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