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Job Overview

Amazon Customer Service Jobs, Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

As Director, of Customer Service, you will be responsible for building strategy and driving execution for the Customer Service frontline to achieve company goals while realizing best-in-class customer experience, financial performance, and employee engagement.

You will establish strong partnerships with key internal stakeholders – Human Resources, Talent Acquisition, Learning & Development, Legal, and Workforce Management to build and execute processes and programs that deliver an exceptional customer and employee experience.

You will model accountability, creativity, resourcefulness, energy, passion, leadership, integrity, and team building to inspirationally lead a large organization and grow the center across multiple physical and virtual locations.

You will relentlessly drive improvements on behalf of the customer since their team is the closest to the customer, and be empowered to drive change versus just managing metrics and employee engagement.

ABOUT YOU

You are a proven leader with extraordinary leadership and people development skills. You own new ideas of the best ways to leverage frontline and continuous service improvements (processes, policies, people, training).

Post Name Director, Customer Service
Salary USD 85000 To USD 90000 Per Year 
Company Name Amazon
Education Required Bachelor’s Degree

As a Director, of Customer Service, you will…

  • Lead a large team of up to 200+ frontline employees and customer service managers and own new ideas on the best way to leverage frontline and continuous improvements (processes, policies, people, training).
  • Build and lead a team of managers dedicated to not only attracting and retaining the very best talent but fostering a culture where our team members are deeply connected to Audible’s mission and empowered to deliver our best-in-class service.
  • Utilize employee relations expertise to identify issues, predict and mitigate risk, and develop and execute employee relations strategies and employee programs for frontline customer service.
  • Deliver and drive strategies and programs which improve the position and profitability of the customer service sites that include all aspects of operational performance, employee engagement, change management, succession planning-talent management activities, and stakeholder management.
  • Design and implement an employee engagement strategy that cultivates a positive, open, and innovative culture.

BASIC QUALIFICATIONS:

  • Bachelor’s Degree or relevant experience.
  • 10+ years experience in customer service, hospitality, or retail management.
  • Experience leading teams of at least 100+ frontline representatives.

PREFERRED QUALIFICATIONS:

  • Self-starter who is able to prioritize and deliver on deadlines with minimal supervision.
  • Solid track record of leading teams through change and creating employee satisfaction.
  • Exceptional dedication to creating customer and employee satisfaction.
  • Strong influencing skills.
  • Excellent written, and verbal communication, and interpersonal skills; high-quality document and report preparation.
  • Ability to function in an ambiguous, fast-paced work environment working under pressure while consistently meeting standards for productivity and quality.
  • Excellent data analytics skills
  • Experience working in highly matrixed organizations.
  • A dynamic and compassionate leader that combines strategic thinking and operational excellence, a passion for results, possesses customer obsession, and an attitude that anything is possible.
  • A proven track record in successfully managing remote customer service teams and launching new sites and/or new projects of significant size.

Industry Private 
Schedule Type Full Time
Location Newark, New Jersey, USA 07102
Remote No

ABOUT AUDIBLE

At Audible, we innovate and inspire through the power of voice. We’re changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we’ve redefined the ways people access, discover, and share stories.

The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it’s our people who make Audible’s service possible. We’re listeners, storytellers, and problem-solvers.

Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in a common office space (work from the hub) and remote work (work from home).

Audible is committed to a diverse and inclusive workplace. Audible 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 another legally protected status.

Interview Question for Customer Service:

  1. How would you define good customer service?
  2. What appeals to you about this role?
  3. What’s the best customer service you’ve ever received? Why?
  4. Can you tell me about a time when you received poor customer service?
  5. Is there a difference between customer service and customer support?
  6. Can you tell me about a time when you were proud of the level of service you gave a customer?
  7. Have you ever dealt with an unreasonable customer? How did you handle it, and how would you handle it today?
  8. Have you ever bent the rules in assisting a customer? Tell me about the situation and the outcome.
  9. In your past work, have you ever received negative feedback from a customer? What did you do with that feedback?
  10. Can you tell me about a customer who you found difficult to understand and how you approached that interaction?
  11. Can you describe a time when you had to say no to an important customer’s request?
  12. What’s the best way to help a customer who has worked with multiple agents and hasn’t received the help they need?
  13. Tell me about a time when a customer was reporting a technical issue that you didn’t know the answer to. What was your approach, and how did it end up?
  14. Can you tell me about a situation with a customer when there wasn’t a clear policy to use and you needed to make a judgment call? How did you approach your decision, and what happened?
  15. Can you give me an example of a situation where there were major problems with your product/service and you needed to respond without having all the answers yet?
  16.  Can you give an example of how you handled alerting a customer when your product/service caused a major problem?
  17. When responding to a customer, how do you decide what information to include and what to leave out?

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