Customer Service Lead, Amazon Key for Business

Description

Come join Amazon Key to help transform the delivery experience for customers with unprecedented quality, efficiency and scale. Our team is actively seeking motivated and multi-talented individuals who are customer obsessed and strive to improve the experience of Amazon’s customers. We are inventing the next-generation smart delivery operation with technologies in IoT (Internet-of-Things). We develop technology-based solutions matching customer needs and delivery capacity with precision and efficiency, and expanding and transforming delivery experience with unprecedented quality, productivity and scale.

Key job responsibilities

• Lead and motivate a team of customer service representatives to deliver exceptional service and achieve performance targets
• Provide ongoing coaching, training, and feedback to team members to enhance their skills and capabilities
• Oversee daily operations of the customer service department, including managing inbound inquiries and resolving customer issues
• Handle escalated customer inquiries or complaints with professionalism and empathy, seeking resolution to ensure customer satisfaction
• Develop and implement strategies to improve efficiency, productivity, and customer satisfaction levels
• Analyze customer feedback and data to identify trends, opportunities, and areas for improvement
• Conduct regular audits of customer interactions and provide feedback for improvement
• Collaborate with other departments, such as Sales, Install Ops., Marketing, and Product Development, to ensure alignment and coordination in delivering a seamless customer experience
• Maintain accurate records of customer interactions, transactions, and inquiries using our CRM system
• Monitor and analyze key performance indicators (KPIs) to ensure service level agreements (SLAs) are met
  
  

Basic Qualifications

• High School diploma or equivalent required
• Strong leadership and interpersonal skills, and the ability to inspire and motivate team members.
• Excellent communication skills (verbal & written), and customer-centric approach
• Problem-solving skills with focus on finding practical and effective solutions
• Ability to handle escalated customer inquiries or complaints with professionalism and empathy
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
• Results-oriented, have high integrity, and desire to be part of a rapidly expanding company
• Experience pulling and reporting data from numerous databases (using Excel, Access, and/or other data management systems)
  
  

Preferred Qualifications

• Bachelor’s degree
• Passionate about the growth and success of Amazon’s Key for Business Team while also learning about IoT technologies
• Proven examples of the ability to successfully support contact operational teams with diverse stakeholders with a high level of quality
• Proficiency in using CRM software and other relevant tools to track and manage customer interactions
  
  

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.


Company - Amazon.com Services LLC

Job ID: A2874774