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German-speaking Customer Service Team Manager (Work from Home)

Posted: 29 Jul 2020 Closes: 27 Sep 2020
Poland Competitive
Flexible amazon/20200729211318

Amazon Customer Service is looking to hire Customer Service Team Managers with a business fluency in English and German.

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. You will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon CS 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 invest time in developing them. They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class 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 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 emerging issues.

We are also looking for the following experience
· Ability to create and continually support people through individual development plans
· Positive communicator who understands when necessary how to have tough conversations
· Ability to confidently facilitate team discussions and communicate business messages
Delivering Service:
· Role model in contact handling skills
· Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
Delivering Results:
· Strong time management and organizational skills
· Takes action on emerging issues and opportunities
· Helps associates understand the performance bar and supports them to reach it
· Analyze metrics, key indicators and other available data sources to discover root causes of defects impacting customers.
· High proficiency in Microsoft Excel, Word and data bases and experience in developing automatic reports to support tracking performance.


· Degree Qualified
· Fluency in English and German (Verbal and Written)
· Proven people management experience
· Experience coaching and leading people
· Strong listening skills


· Experience in process improvement/lean six sigma
· Project management experience

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


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