Customer Service Team Manager (Hybrid) - 歡迎身心障礙人才應徵

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Job Description

Role and Responsibilities
As an AWS CS Team Manager, you are responsible for ensuring that front line Technical Customer Service Associates (TCSAs) are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature. You will work with exceptionally driven, customer focused Associates and Premium Support Engineers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry. In addition, your responsibilities will include, but will not be limited to, the following:

People Management

  • Leading a team of approximately 10 associates; responsible for overall direction, coordination, and evaluation of the team.
  • Identifying and eliminating barriers to accuracy, productivity, and quality.
  • Organizes, prioritizes and schedules work assignments to meet business need.
  • Manages workforce, develops and maintains staff scheduling and capacity planning.
  • Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include 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.
  • Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy.

Project and Operations Management 

  • Owning escalated customer contacts and leading the effort to satisfactorily resolution.
  • Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes.
  • Providing prompt, efficient, detailed, customer-oriented service to AWS customers.
  • Actively seeking solutions to customer needs, communicating trends to leadership, and driving projects that improve support-related processes.
  • Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams.
  • Assisting with customer communication during AWS critical launches and support events.
  • Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information.

Why AWS?
AWS 擁有超過 200 多項服務,遍布在全球 30 多個區域,是世界上最全面、應用最廣泛的雲端平台。你是否好奇 AWS 如何大規模地運營和快速發展?AWS 已經建立了卓越的聲譽,我們的使命是成為地球上最以客戶為中心的公司,讓全球客戶認可、重視並信任我們的產品及服務。

我們賦予團隊成員學習、創新的機會,並承諾每個亞馬遜人的職涯發展皆能獲得成功。工作和生活間的平衡是非常重要的。我們注重工作生產力與靈活性,客戶服務團隊工作時間由早上九點到下午六點,你更可根據發展階段及需求和主管討論合適的工作地點(辦公室/居家)。

想成為成功的亞馬遜人嗎?
我們重視文化多樣性和每個人的獨特經歷。好奇心和熱情使我們在不斷發展的行業中成長。大膽思考、堅韌不拔和毅力幫助我們克服挑戰,並在多變的狀況下完成工作。我們透過彼此尊重、坦誠相待,犯錯時承認缺失以贏得信任。

如果我沒有足夠相關經驗怎麼辦?沒關係,AWS 將全力支持你的職涯發展。你將透過完善的訓練課程、在職培訓以及和全球頂尖工程師合作,學習最新的雲端技術、領導能力和商業技能。在AWS,我們重視並尊重不同的觀點,努力為我們的構建者營造一種可以讓每個人都能充分發揮潛能,為客戶提供最佳方案的文化。

<亞馬遜致力於打造多元化和包容性的工作場所,我們支持平等就業機會,不因種族、國籍、性別、性別認同、性取向、殘疾、年齡或其他受法律保護的身份而歧視。如有身心障礙人士需要口譯員或任何現場支持,請通知我們的團隊。>

Requirements


Basic Qualifications

  • 1+ years leadership experience is a MUST (officially leading team members and conducting annual performance review), preferably in contact center operations.
  • Familiarity with general principles of Workforce in a customer contact center environment
  • Ability to be flexible in shift assignments and work areas, including weekends
  • Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired in both Mandarin and English


Preferred Qualifications

  • Bachelors degree preferred such as Computer Science, Science, Commerce
  • Project management experience
  • 2 years previous experience supervising a team in a customer service environment
  • Ability to work in a fast-paced work environment and cope with ambiguity
  • Experience with AWS technologies
  • Proficiency in MS Office, with advanced Excel and reporting skills

Interview process

  1. Phone interview
  2. Loop interview
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6 years of experience required
40,000+ TWD / month
Managing staff numbers: not specified
Optional Remote Work
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About us

Amazon Web Services (AWS) 成立於 2006 年,是全球最全面和廣泛採納的雲端平台,透過資料中心提供超過 200 項功能完整的服務,包含運算、儲存、資料庫、分析、應用與部署等。全球 190 個國家的客戶 —包括成長最快的新創公司、最大型企業以及領先的政府機構 — 都使用 AWS 來降低成本、變得更靈活,且更迅速地創新。

AWS 打造包容、多元、平等的工作環境,並鼓勵大家探索最佳的工作模式及地點。我們的使命是讓獲得全球客戶的認可、重視及信任,並致力讓每位亞馬遜人取得成功的職涯發展。歡迎具有學習熱忱及好奇心的你前來挑戰,和我們一起 “Work Hard, Have Fun, Make History"!

馬遜致力於打造多元化和包容性的工作場所,我們支持平等就業機會,不因種族、國籍、性別、性別認同、性取向、殘疾、年齡或其他受法律保護的身份而歧視。如有身心障礙人士需要口譯員或任何現場支持,請通知我們的團隊。

Launched in 2006, Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. Amazon has built a reputation for excellence with a mission to create the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service.

We hire people who have a passion for learning, and are curious to build, learn and grow. You will be supported in your career development here at AWS. You will have plenty of opportunities to build your technical, leadership, and business skills. This will include formal and on the job training, and a chance to learn from and collaborate with some of the brightest technical minds in the industry today. We have a fast-paced environment where we “Work Hard, Have Fun, Make History".

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, disability, age, or other legally protected status. For individuals with disabilities who would like to request an interpreter or any support on-site, please inform our team.

#HereatAWS #Inclusion, Diversity & Equity


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