COMPANY 19

Customer Service Manager at Amazon.com

Location: Hyderabad (Hyderabad Area, India)

URL: http://www.amazon.com
Type:
Full-time
Experience:
Mid-Senior level
Functions:
Customer Service
Industries:
Information Technology and Services
Posted:
April 28, 2010 by Adrian Dsouza
Job Description

Customer Service (CS) Manager, Hyderabad, India

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed customer service associates and team leads, all while analyzing systematic issues and implementing solutions to challenging problems, we have the career you’re looking for!

A Customer Service Manager (CS Manager) in our Hyderabad Customer Service Center sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions. Overall responsibilities include:

People Management:
• Leading and developing a team of 25-40 associates; responsible for the overall direction, coordination and evaluation of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with Amazon.com’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• 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.

Project Management:
• Solving complex customer service issues and proactively heading off negative service trends.
• Understanding and correctly 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-range goals.
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations

Amazon.com offers including comprehensive health care, restricted stock units, amazing growth potential, and a challenging and exciting work environment. Every day is about working hard, having fun, and making history – come join us!

Amazon.com is an Equal Opportunity Employer.
Skills

Required Minimum Qualifications
• Bachelors degree
• 2-4 years relevant supervisory experience
• Strong communication and leadership skills
• Ability to be flexible in shift assignments and work areas
• Able to work in an ambiguous, ‘internet-speed’ environment
• Absolute passion for ensuring a great customer experience with every contact.

Preferred Qualifications/Skills
• An MBA is a huge plus
• Knowledge of Six Sigma/Lean Processes
• Project Management
• Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Exceptional skills in data manipulation and analysis
• Ability and desire to relocate to take advantage of future growth opportunities
Company Description

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.

Founded by Jeff Bezos, the Amazon.com website started in 1995 as a place to buy books because of the unique customer experience the Web could offer book lovers. Bezos believed that only the Internet could offer customers the convenience of browsing a selection of millions of book titles in a single sitting. During the first 30 days of business, Amazon.com fulfilled orders for customers in 50 states and 45 countries - all shipped from his Seattle-area garage.

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.