• Czech-Speaking Service Assurance Specialist (SAS) (m/w)

    Standort DE-BE-Berlin
    Datum 3 months ago(17.4.2018 10:42)
    Amazon CS Berlin GmbH
  • Job Description

    At Amazon we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history.

    We are recruiting for a Czech-German Speaking Service Assurance Specialist (SAS) (m/f) in Berlin

    As part of Amazon's mission to be the most customer-centric company, we are looking for the right person to help us to continue to improve our Customer Service. The role is to be the Voice of Customer Obsession, analyzing the journey of a customer and understanding areas for improvement.

    The Service Assurance Specialist (SAS) should understand the business metrics, build a story which summarizes holistic quality performance, identifies solutions and implement the necessary actions. Following this initial phase it is imperative to own the actions and drive the required changes which lead to improved performance. The SAS role should be setting the benchmark for standards we expect to deliver internally to drive a stronger customer experience.

    As Customer Service Assurance Specialist you will be responsible for:

    • Initiate and maintain communication bridges with translations on Czech / English / German for deep-dives between ACES, Customer Effort Reduction Managers (CERM), Executive Customer Relations (ECR) or Repeat Contact Rate (RCR) teams
    • Support translation of internal and external customer facing content
    • Liaise with DE Customer Service teams to implement best practice and to drive customer and performance improvements
    • Monitor and report Quality metrics, deep dive and identify trends/root causes
    • Recommend, own and drive performance improvement areas
    • Drive through improvement initiatives till implementation
    • Support/ consult with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
    • Assist with compiling, analyzing and driving First and Repeated Contact Resolution improvement initiatives
    • Provide the German operation a holistic view of customer performance and identify the levers which will drive improvements
    • Provide clear insight into performance drivers and the levers which impact performance
    • Implement and own action plans which driver performance improvements
    • Create growth plans linked to performance improvements and drive through the associated benefits
    • Uses quality monitoring data management system to compile and track performance at team and individual level
    • Language quality assurance of content provided by different departments including translation reviews from outsourcing companies
    • Quality Assurance support in HMD no-mining
    • Providing workshops and Trainings

    Notwendige Qualifikationen

    • Collaborative working across multiple –sites and multiple disciplines
    • Ability to communicate effectively across a multitude of platforms with team members in the European and Global teams
    • Excellent speaking-listening-writing skills
    • Flexibility in approach to work and self-driven
    • Analytical, with a proven ability to analyze various data sources and identify root cause/drivers of performance
    • Bias for action, takes responsibility/ownership and delivers
    • Builds lasting and effective relationships which focus on the customer
    • Fluency in Czech, English and German

    Wünschenswerte Qualifikationen

    If you thrive in a challenging and fast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. We don’t like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It’s that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It’s as simple as this: Work Hard. Have Fun. Make History.

    Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

    Sounds interesting? We look forward to your application. Please apply online (in English language) and upload your CV and a letter of motivation in one document (max. 5 MB).

    By submitting your resume and application information, you authorize Amazon to transmit and store your information in the Amazon group of companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
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