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CS Team Manager (Fluent French and English Required)

Posted: 27 Nov 2020 Closes: 26 Jan 2021
Rabat, Morocco Competitive
Permanent & Full-time amazon/20201127200528

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver excellent service to our customers.


Amazon is looking for a Customer Service Team Manager who will lead and support a team of Customer Service Associates based in Rabat;

The number one priority for this role is to support the associates who will directly report to you. In this role, you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your people to be your exclusive focus and you will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets on every contact.

The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to become legends! They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering excellent service.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people, you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba. As a leader of customer facing associates, you will be expected to role model world-class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon Customer Service Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

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

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