Job Description

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? With over 200 services hosted in 30+ global regions AWS is the world’s most comprehensive and broadly adopted cloud platform. Are you curious how it’s possible to operate and rapidly evolve at such a large scale? At AWS, you have the opportunity to learn and practice the skills and techniques that make it possible. 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 如何能夠如此大規模地運營和快速發展？在 AWS，你將有機會學習和實踐雲端技術。 AWS 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 strive to empower our team members, and have a vision and commitment to your personal success. 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。我們力圖賦予團隊成員權力，並承諾每個亞馬遜人的職涯發展皆能獲得成功。 Your work-life balance is important. We focus on productivity and flexibility at work. Customer Service Team has fixed working schedule from 9:00 AM to 6:00 PM. You can discuss suitable workplace options (in-office or WFH) with your supervisor based on your development stage and needs. 你在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(Customer Service Team)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）。 Want to be a successful Amazonian? We value diversity and each person’s unique experience. Curiosity and passion for learning let us build and grow in an industry where our services, technology and customer requirements are constantly evolving. Thinking big, tenacity, and perseverance help us conquer challenges and work through ambiguity. We earn trust by treating others with respect, speaking candidly, and quickly admitting when we are wrong. 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。對學習的好奇心和熱情使我們能夠在服務、技術和客戶要求不斷發展的行業中成長和發展。大膽思考、堅韌不拔和毅力幫助我們克服挑戰並在不確定的狀況下完成工作。我們透過彼此尊重、坦誠相待並在錯誤時迅速承認來贏得信任。 What if I don’t have much experience? That’s okay. 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 an inclusive and friendly environment where our builders work together to create a culture whereby each of us is able to contribute fully to deliver the best customer outcome 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 (OJT) 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。 BASIC QUALIFICATIONS - 1+ years previous leadership experience 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 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. #AWSGCR