15 ott - Italia
Amazon
ph3Customer Service Team Manager (Italy DSL), Delivery Station Liaison Team Manager /h3 /brpJob ID: | Amazon Italia Customer Services Srl /p /brpThe Delivery Station Liaison (DSL) team advocates for Customers from within the heart of Amazon's Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by proactively addressing delivery issues before the customer even knows there was a problem. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations and goals, maintaining a focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions. /p /brh3Key job responsibilities /h3 /brul /brliRemotely lead a team of 15-30 DSL agents. /li /brliTravel to Delivery Stations depending on the business needs (a minimum of three visits per month) to visit teams and build relationships. /li /brliAnalyse performance metrics and drive performance improvements.
/li /brliRepresent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers. /li /brliJoin Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required. /li /brliCoach agents to continuously improve performance. /li /brliAudit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions. /li /brliEngage with stakeholders from Amazon Logistics through reporting and regular calls. /li /brliJoin regular process improvement calls with DSL agents and peers. /li /brliDrive DSL agent engagement /li /br /ul /brh3Basic Qualifications /h3 /brul /brliExperience using data and metrics to determine and drive improvements /li /brliExperience owning program strategy, end-to-end delivery, and communicating results to senior leadership /li /brliWork a f
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