Customer Service Team Manager (Fluent German & English Speaker) (Berlin)

Customer Service Team Manager (Fluent German &
English Speaker)

At Amazon we’re working to be the most Customer-centric company
on earth and we are constantly improving how we fulfil and deliver
customer orders.

Our goal is to exceed expectations by continually striving to
innovate and provide best in class customer support as we expand
our logistics products and services. To improve the customer
experience we are establishing a group of delivery station based
customer service associates that enables real-time, hands-on
investigation of where a package is and how Amazon can get it to a
customer as quickly as possible. Additionally, it provides customer
access to local experts who can provide them the most accurate and
up-to-date information about their packages and how Amazon is
resolving potential delivery issues affecting them.

Shipping & Delivery Support (SDS) is looking for a Customer
Support Team Manager who has a fluency in both German and English,
to enable explore this new method of customer service across
DE.

Note that this role is a Work from Home opportunity based in
Germany.

BASIC QUALIFICATIONS

• A Bachelor’s degree or equivalent
• Business fluency in both English and German
• 2-3 years of leadership and people management experience.
• Previous experience supervising individual contributors in a
  customer service environment, experience within a contact center
  preferred. Solid interpersonal and communication skills with the
  ability to communicate effectively to a wide range of
  constituencies in a diverse environment
• Ability to maintain composure in critical situations and
  communicate clearly with both internal and external
  stakeholders.
• Previous experience implementing change management effectively
  transitioning programs into large scale operations.
• Proven ability to make and implement decisions
• Proven ability to build relationships quickly
• Decision Making/ Complex Problem Solving- effectively gather
  the right data from appropriate sources, probe/consider all of the
  facts, considers other perspectives; conduct root cause analysis;
  refer to long term plans and goals; prioritize key factors; act
  convincingly, promptly and confidently
• Fosters a positive team environment and collaboration within
  the site.
• Easily approachable, cooperative, and a team player, easily
  gains the trust and support of associates, supervisors and
  peers.

PREFERRED QUALIFICATIONS

• Strong, motivated leader with demonstrated ability to
  effectively define, coordinate and grow an operations team.
• Project management and people management skills.
• Business sense and ability to create, communicate and achieve a
  vision.

In this role, you will be supervising a team of (12-15)
In-Station Customer Support Associates who provide local customer
service for Amazon Customers serviced by Amazon Logistics Delivery
Stations. Your team of associates will be based across multiple
locations across Germany. In the role you will be responsible for
the overall performance and operational delivery of your team of
associates at each location, this will require you to work with key
support functions such as Delivery Station Operations, Program
Managers, Recruiting, and Human Resources to review performance
trends and opportunities and take continual action to improve the
service level and quality of performance. Experience with
operational management and process improvement is an asset and you
should be proficient at making decisions in the midst of ambiguity.
Developing positive working relationships with your team and
collaborating across multiple teams will be important for
achievement in this role.

If you need us to make any adjustments throughout the
recruitment process due to a disability (including, but not limited
to neurodiverse or mental health conditions), or any other health
issue please let us know by contacting
emea-ops-enable@amazon.com