Customer Service Team Manager, Bilingual

French-Fluent Bilingual Team Manager, Customer Service

Work hard. Have fun. Make history.

Are you excited about building best-in-class customer service for a new and rapidly expanding group of Amazon customers?

· 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. Amazon is looking for Team Manager for our Virtual Customer Service team who will lead and support a team of 15-25 Customer Service Associates.
· The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your people to be your exclusive focus and you will be tasked with supporting your people and removing any barriers that prevent them from demonstrating the Amazon Contact Tenets on every contact.
· The ideal Team Manager understands that supporting people is the most critical role they perform. They provide a world class experience for their team by being open, approachable, and engaging. In turn, Associates provide a world class experience for our customers.
· 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 Gemba.
· As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon 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.

About our rewards:

We’ll expect you to go the extra mile, but we’ll also make sure you’re well rewarded. As well as a competitive salary and stock units we offer a host of other benefits. If you thrive in a challenging and fast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. We don’t like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It’s that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It’s as simple as this: Work Hard.

Sounds interesting?

We look forward to your application. Please apply online and upload your Resume and a letter of motivation in one document (max. 5 MB). Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. By submitting your resume and application information, you authorize Amazon to transmit and store your information in the Amazon group of companies’ world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

BASIC QUALIFICATIONS

· For internal candidates, they must be in good standing
· Two year degree, preferred Bachelor’s degree
· Mastery of written and verbal language skills in English and French
· Minimum two years’ experience in customer service or minimum one year experience in another similar leadership role
· You must reside in one of the following states: Arizona, Colorado, Connecticut, Illinois, Indiana, Florida, Georgia, Kansas, Kentucky, Maryland, Michigan, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Washington, West Virginia, Wisconsin, Virginia.

PREFERRED QUALIFICATIONS

· Skill Requirements: Leadership
· Experience coaching or leading a team of people
· Understanding of effective coaching techniques
· Ability to support people through individual development plans
· Strong listening and overall communication skills
· Positive communicator who understands when necessary how to have tough conversations to motivate associates to engage our customers in a positive style
· 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
· 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 discussions or continuous improvement initiatives
· Helps associates understand the performance bar and supports them to reach it
· Drives team engagement