Job Responsibilities: Customer Service

Salary: $20-$30/Hour

Company: Amazon

Location: Boise, USA

Educational Requirements: Bachelor's Degree

DESCRIPTION

Do you want to define the subsequent technology of the way and what Amazon clients are listening to?

We're searching for a customer service (CS) and Member Engagement Director who might be chargeable for shaping and dealing with the method for CS operations and member engagement software. This person will manage the partnerships and overall performance of our worldwide outsourcing (move) dealer to ensure that we deliver incredible and seamless enjoyment for our listeners, turning in Voice of the client (VOC) to enterprise features primarily based on CS interactions and partnering cross-functionally to continuous movement them for present and future offerings. Moreover, this individual will power our retention assist toward commercial enterprise development initiatives, overseeing member engagement and retention desires, recognition at the patron ‘center of the funnel’, and determining possibilities that improve shop price for cancellation contacts.

The correct candidate could have a record of leading excessive-performance customer support operations teams and own sturdy analytical abilities to seriously evaluate facts accrued from a couple of sources, decompose excessive-degree statistics into details, and construct answers to force productivity and scale to clear up business troubles. The candidate has to be a strong chief and could draw upon stable analytical, vital wondering, and problem-fixing talents to efficaciously force commercial enterprise results and collaborate with neighborhood commercial enterprise teams. The person needs to have experience in customer support operations, and client retention, and excel at building trust and driving urgency throughout the employer. You should paint properly go functionally and culturally and gift to senior management to report on development.

Key task obligations

Customer support (60%):

• Be the voice of our customers on behalf of our Brazil crew - use purchaser remarks, market insights, and internal statistics to guide your paintings and discover hidden areas of opportunity. Become aware of, optimize, and scale improvements that may benefit a huge set of customers
• Create and execute techniques to achieve enterprise dreams, together with identifying the right input metrics to music development in opposition to CS dreams, pass seller onboarding/management, drive results on company-centered goals
• Be answerable for overall go, seller, overall performance and promote our general strategic improvement and manage everyday operations - escalations, problem taking pictures, and collaborating with our worldwide development groups as wished
• Act as the liaison between the moving vendor and the commercial enterprise to pressure the proper behaviors or enhancements in first-class warranty, training, and information control
• Function escalation factor for timely touch middle problem resolution and chance mitigation plans
• Force consciousness supporting the agency culture and client care tenets

Member Engagement (forty%):

• Establish a vision, articulate techniques, and personal a roadmap that advances member engagement, and retention goals
• Deep-dive into qualitative and quantitative statistics to pick out and prioritize opportunities for CS to deliver commercial enterprise fee
• Proactively imagine and increase creative solutions that elevate customer support for listeners and make a contribution to CS and our enterprise goals
• Layout, execute, and scale CS efforts in partnership with internal CS groups, move-purposeful teams, and outside companions
• Lead non-stop improvement and development of recent metrics and size systems in partnership with move-functional teams
• Leverage metrics and records to broaden, lead, and degree effects to advance consumer experience
• Provide everyday updates and readouts to senior management about the current and future body of work

SIMPLE QUALIFICATIONS

• 4+ years in managing operational customer support groups, purchaser retention, and engagement packages
• Fluent in Portuguese and English
• Confirmed management and/or dating management revel in a senior, strategic stage position
• Mounted tune reports of exceeding goals, KPI SLAs, and many others.

PREFERRED QUALIFICATIONS

• Fluent in Spanish
• Sturdy strategic and consumer cognizance with clean expertise of the broader issues impacting the marketplace
• Self-starter mindset with strong interpersonal abilities and established potential to build relationships and paintings seamlessly with a ramification of personalities and functional disciplines
• Capacity to independently run contact middle operations and retention packages – taking initiative, defining dreams in reality, and closing effects-orientated inside the face of limitations
• Consolation and ease of operating with various groups and navigating overlapping obligations without conflict
• Organized and detail-oriented with strong challenge control abilities
• Tested capacity to the song, prioritize, and force multiple concurrent projects to fulfillment
• Incredible communication skills (both written and verbal); can succinctly and absolutely talk, and able to produce documents and shows which might be equipped for management review
• Data-driven: define metrics for success and failure; capacity to use quantitative and qualitative data to lower backup assumptions and make decisions
• Capable of interpreting information and expanding methods and making tips
• Demonstrated capacity to inspire and speak with others in any respect degrees
• Influential relationships abilities; able to use those relationships to supply provider improvements
• Extremely good communique and negotiation abilities
• Able to adapt and achieve a changing environment
• Proof of properly-advanced management capabilities