Customer Service Team Manager

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Customer Service Team Manager (Italy DSL), Delivery Station Liaison Team Manager

Job ID: | Amazon Italia Customer Services Srl

The 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.

Key job responsibilities

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- Remotely lead a team of 15-30 DSL agents.

- Travel to Delivery Stations depending on the business needs (a minimum of three visits per month) to visit teams and build relationships.

- Analyse performance metrics and drive performance improvements.

- Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers.

- Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.

- Coach agents to continuously improve performance.

- Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions.

- Engage with stakeholders from Amazon Logistics through reporting and regular calls.

- Join regular process improvement calls with DSL agents and peers.





- Drive DSL agent engagement

Basic Qualifications

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- Experience using data and metrics to determine and drive improvements

- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership

- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

- Experience with risk adjustment coding, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround

- Experience in MS Office including Excel, or experience with Microsoft office tools like Word, Excel, Outlook, and OneNote

- Educated to Bachelor's Degree level Leadership and people management experience.

- Experience demonstrating leadership and people management in Customer Service or customer facing roles

- Proficient in spoken and written English (Common European Framework of Reference C1 or above).

Preferred Qualifications

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- Experience leading teams remotely and in a customer-facing environment.

- Strong interest in hiring and developing people in their respective roles.

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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8nw4a4