BR Customer Service Manager

Job description

DESCRIPTION

BR Customer Service Manager

Amazon is looking for Portuguese speaking Customer Service Managers to support and lead teams supporting the Brazil MarketPlace.

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
Are you relentless in the pursuit of top-performance, eliminating waste, identifying root causes and implementing creative process improvements? Are you and exceptional manager with proven leadership skills? Does the thought of leading and motivating a team of driven, customer-obsessed associates and leads excite you? If so, you may have what it takes to succeed as an Amazon BR Customer Service Manager.

A BR Customer Service Manager sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals while finding ways to achieve Amazon's mission to be Earth's most customer centric company. A CS manager drives exceptional results, grows talent, leads projects and raises the bar in a fast paced environment.

Project Management:

· Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
· Assist in developing and implementing training programs to improve the quality and productivity of the team.
· Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
· Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-term goals.
· Developing and achieving performance goals and objectives in line with the network wide vision and goals.

People Management:

· Leading and developing a team of 20+ associates; responsible for the overall direction, performance management, coordination and evaluation of the team.
· Actively participate in and drive the continuous improvement culture through ‘kaizen' and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality at a site level.
· Carrying out supervisory responsibilities in accordance with Amazon.com policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
· Leading site level initiatives, primary owner of a functional responsibilities that impact overall site and may require interface with other sites in network.
· Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Skills Required

Ability to support Business and provide solutions to customer pain points
Ability to handle complex and ambiguous scenarios
Ability to organize, prioritize and schedule work assignments
Ability to make administrative and procedural decisions
Proven ability to manage reporting and analysis
Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
Ability to effectively and efficiently complete difficult goals or assignments
Can adapt well to changing circumstances, direction, and strategy
Strong interpersonal and communication skills
Proven skills in data manipulation and analysis
Ability and desire to relocate to take advantage of future growth opportunities

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. Have Fun. Make History.

Sounds interesting? We look forward to your application. Please apply online and upload your most updated resume (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.

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree
· Advance level of Microsoft Package (especially Excel)
· Fluent English skills are required for this role
· Demonstrated ability to build, develop, direct, and manage leaders as direct reports, and up to 90 associates indirectly
· Experience managing core business KPI's
· 2+ years of management experience in a Customer Service Environment
· 95% Portuguese & English Proficiency