Rieccoci con la nostra rassegna delle aziende che assumono a tempo indeterminato, nonostrante la crisi. Amazon, colosso mondiale della vendita online, dopo l’apertura in Italia punta ad ampliare l’organico delle proprie sedi. In particolare, per la neonata sede di Cagliari, sono alla ricerca di diversi profili professionali nell’area customer service e tech support. Amazon è fra le 500 maggiori aziende degli USA. La società, con sede a Seattle, Washington, è leader mondiale nel settore dell’e-commerce. Da quando Jeff Bezos ha creato Amazon, nel 1995, hanno fatto notevoli progressi nell’offerta, nei siti internet internazionali e nella nostra rete di distribuzione e di assistenza clienti. Amazon ha una presenza diretta negli Stati Uniti, nel Regno Unito, in Germania, Francia, Italia, Giappone, Canada e Cina e servono clienti nella maggior parte dei paesi del mondo.
Per la sede di Cagliari cercano:
- Customer Service Expert
- Customer Service Manager
- Customer Service Associates
- Operations Manager Customer Service
- Senior Technical Support Technician m/f
CUSTOMER SERVICE EXPERT
Siete pregati di presentare domanda solo se in possesso dei requisiti richiesti, inviando il curriculum vitae compilato in Inglese. Per favore considerate che i CV compilati in Italiano, o mancanti dei requisiti richiesti, non saranno presi in considerazione.
The Customer Service Expert is responsible for the day to day support of the team, specifically in regards to schedule adherence, workflow requirements and real time support for the CS Associates. The successful candidate will be a key part of the European (EU) CS operations.
This is a highly visible position that serves as a role model for CS Associates and that is critical to the Amazon’s CS quality and capability.
Deliverables/ Scope:
· Support Customer Service Associate performance and customer feedback
· Support team to high level of achievement and meet CS goals
· Maintain great motivation levels within your team
· Manage team e-mail and telephone workflow
· Observing the queues and incoming calls and moderating them continuously
· Regularly checking on the employees’ codings
· Support creation of QA assessments
· Attending calibration meetings
· Analyzing the employees’ data (Global ACD, productivity statistics, QA assessments)
· Discussing the employees’ intermission codings and flaws in the timing
· Set/ clarify requirements and expectations for Associates
· Ensure all Service Levels are met for the website he/ she is supporting
· Watching over the incidence rate
· Surveying the hardware and work equipment used by the Associates
· Fulfilling the present duties exemplarily and functioning as an example to the Associates
· Ability to respond and accept changes readily and flexibly
· Detecting and utilizing the facilities of the CS department and its limits
· Adequately forwarding technical and phone inquiries
· Familiarity with the procedures, activities and the company policies at Amazon
· Capable of coping with conflicts, good diplomatic skills, tact and a sense for justice
· High flexibility concerning new duties and challenges and the readiness to getting acquainted with special subjects
· Flexibility concerning the work schedule
Basic Qualifications
– Minimum 2 years of experience in a Contact Center
– Experience as a Team Leader
– Planning and Organizing: evaluates priorities and priorities appropriately; resolves conflict and communicates intentions clearly; delivers to time and need
· Comfortable talking in front of a group as well as one-on-one with an individual
· Demonstrated ability to work in a cross-functional environment
· Demonstrates effective communication and public speaking skills, composure under pressure and professional attitude
· Able to give and receive feedback effectively
· Can drive understanding (i.e., using visual aids, able to recognize when a group or individual is lost and needs more attention)
· Experience using computers to develop materials, presentations and use of email. Knowledge of Internet/ Intranets
· Meets time commitments and deadlines, or negotiates accordingly
· Excellent project management and planning skills
· Able to develop and implement department goals and strategies based on broader organization goals
· Customer satisfaction orientation
· Strong time management skills and high flexibility
· Creative and detail oriented and highly motivated team player
Preferred Qualifications
– good level of English
Lavoro disponibile ai portatori di handicap.
Inviando il curriculum e le informazioni annesse, si autorizza Amazon a trasmettere e memorizzare tali informazioni nella base dati di selezione del personale del gruppo di aziende Amazon, e farle circolare al fine di valutare le vostre qualifiche per questa o altre posizioni.
Per inviare il curriculum per questa posizione, compila il form qui
CUSTOMER SERVICE MANAGER
Job Description
Siete pregati di presentare domanda solo se in possesso dei requisiti richiesti, inviando il curriculum vitae compilato in Inglese. I colloqui si svolgeranno in lingua Inglese. Per favore considerate che i CV compilati in Italiano, o mancanti dei requisiti richiesti, non saranno presi in considerazione.
Location: Cagliari, Italy
Customer Service Manager – Lean CS (L5)
The successful candidate will be responsible for leading a team of Customer Service Associates (CSAs) in a multilingual environment, managing their performance to achieve optimum satisfaction for Amazon’s customers.
This is a highly visible position that is critical to the company’s Customer Service (CS) operations, with direct accountability for people leadership, performance management, quality, and metrics.
Deliverables/Scope:
• Lead and motivate between 15 and 30 CSAs, through recurrent 1:1’s, behavioral and customer‑handling coaching, individual development plans.
• Communicate and maintain Amazon CS vision, direction and culture, ensuring that each CSAs is constantly answering the questions asked, reducing the customer effort, treating every customer as a friend, and ultimately solving the problem for Amazon’s customers.
• Represent the Voice of the Customers during Gemba walks, participating to Kaizen events and other continuous improvement initiatives, in order to escalate systemic problems.
• Manage team’s performance, driving the metrics and providing clear guidance to the CSAs, in order to meet and exceed the Customer Satisfaction goals, and the other quality Key Performance Indicators.
• Ensure schedule adherence, workflow accuracy and adequate team productivity.
• Perform administrative duties like time keeping and payroll inputs.
• Support the recruiting of CSAs, ensuring that Amazon’s high hiring bar is respected.
• Ensure that all Learning initiatives are completed in a timely manner.
• When appropriate, manage outliers through Performance Improvement Plans and adequate disciplinary actions
Basic Qualifications
• 3+ years people leadership experience in a customer-centric customer service
• Superior communication skills with fluency in English and Italian (written and verbal)
• Trusted people leader with a successful track record of managing high performing teams, providing them direction, protection and order.
• Demonstrated ability to manage, motivate, and influence work and team behaviors.
• High customer obsession, both for internal and external customers.
• Consistently delivers results of the highest quality, paying attention to details
• Proven capability of responding readily and flexibly to changes.
• Goal driven and target orientated, while able to step back and look at the bigger picture.
• Problem solver with good analytical skills, able to find solutions for operational and people management problems and process flaws, so that things fixed will stay as such.
• Bias for action and able to take good timely decisions on a regular basis.
• Open communicator, willing to ask and honestly answer tough questions, while treating other’s opinions with respect.
• Intellectually curious, brings insight into the team.
• Flexible to work on weekend and evening shifts
• Advanced computer literacy and proficiency with MS Office tools.
Preferred Qualifications
Experience of leading and managing a large fast-paced metrics and quality driven Customer Service environment
Lavoro disponibile ai portatori di handicap.
Inviando il curriculum e le informazioni annesse, si autorizza Amazon a trasmettere e memorizzare tali informazioni nella base dati di selezione del personale del gruppo di aziende Amazon, e farle circolare al fine di valutare le vostre qualifiche per questa o altre posizioni.
Per inviare il curriculum per questa posizione, compila il form qui
CUSTOMER SERVICE ASSOCIATES
Job Description
Siete pregati di presentare domanda solo se in possesso dei requisiti richiesti. Per favore considerate che i CV mancanti dei requisiti richiesti, non saranno presi in considerazione.
La missione di Amazon è quella di essere l’azienda in assoluto più attenta al cliente: il team del Servizio Clienti è in prima linea su questo fronte. Amazon è sempre alla ricerca di persone che siano entusiaste di essere parte di un customer service davvero unico. Il candidato ideale dimostrera` una totale passione per i clienti, e motivazione ed ambizione per rendere l’esperienza dei clienti Italiani di Amazon la migliore al mondo.
Il Customer Service Associate (CSA) lavorera` in un ambiente intenso, divertente e dinamico, nel nuovo Customer Service Center di Cagliari, Italia, e le assunzioni inizieranno a partire dal secondo trimestre del 2013.
Ad Amazon crediamo che ogni giorno sia il primo giorno: unisciti a noi nel fare la storia dell’e-commerce per i clienti Italiani!
Riferisce direttamente a: Customer Service Team Manager
Responsabilità:
· Rispondere puntualmente alle domande dei clienti, in maniera efficace e tempestiva, utilizzando la nostra piattaforma software per comunicare con i clienti telefonicamente, via chat ed email.
· Fare il massimo per ridurre gli sforzi dei clienti, utilizzando il buon senso anche per fare delle azioni uniche, quando richiesto dalla situazione.
· Gestire i casi con la passione e l’attenzione necessaria per risolvere ogni problema completamente, anche in caso di volumi di lavoro elevati.
· Dimostrare empatia, per trattare ogni cliente come un amico, e riconoscere che ogni cliente e` unico.
· Segnalare i problemi ricorrenti, in modo che possano essere risolti per tutti i clienti, una volta per tutte.
· Garantire puntualità e rispetto dei turni di lavoro, per assicurare una copertura idonea degli orari del servizio, 365 giorni l’anno.
· Seguire correttamente le procedure aziendali, mantenendo un atteggiamento positivo e professionale in tutte le situazioni, e rappresentando Amazon in modo appropriato.
Competenze:
· Attenzione e passione per la gestione dei clienti.
· Ottime capacità di comunicazione sia verbale che scritta, con una spiccata attitudine alla risoluzione di problemi ed alla ricerca autonoma di soluzioni.
· Abilita` di interazione efficace con i servizi di supporto, l’ufficio commerciale, il centro logistico e gli altri reparti.
· Capacita` di adattarsi velocemente al cambiamento e di avere il giusto senso di urgenza nella gestione delle richieste dei clienti.
Basic Qualifications
(Requisiti minimi):
· Un anno di esperienza di interazione con i clienti, di persona o tramite un contact center.
· Diploma di scuola media superiore.
· Conoscenza di software email e browser internet, buona velocità dattilografica.
· Buona conoscenza della lingua inglese.
Preferred Qualifications
(Requisiti desiderate):
· Tre anni di eperienza in un Contact Centre
Lavoro disponibile ai portatori di handicap.
Inviando il curriculum e le informazioni annesse, si autorizza Amazon a trasmettere e memorizzare tali informazioni nella base dati di selezione del personale del gruppo di aziende Amazon, e farle circolare al fine di valutare le vostre qualifiche per questa o altre posizioni.
OPERATIONS MANAGER CUSTOMER SERVICE
Job Description
Siete pregati di presentare domanda solo se in possesso dei requisiti richiesti, inviando il curriculum vitae compilato in Inglese. I colloqui si svolgeranno in lingua Inglese. Per favore considerate che i CV compilati in Italiano, o mancanti dei requisiti richiesti, non saranno presi in considerazione.
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 currently looking for a Customer Service Operations Manager – Italian speaking to join our team in Cagliari, Italy.
The Customer Service Operations Manager Italy is responsible for the overall direction, coordination, quality and productivity of contact center operations at the new CS site in Cagliari. This position requires a candidate who has the ability to drive process improvements, and keep pace with our growth while motivating others to meet the challenges of an extremely customer focused and metrics driven environment.
People Management Responsibilities:
• Lead and manage teams of 2-4 Customer Service (CS) Managers (Supervisors) and 50-150 Customer Service Associates; responsible for the overall direction and performance of the teams.
• Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
• Manage the career growth and development of the CS Manager team by driving focus on Amazon’s Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
Project Management Responsibilities:
• Solving complex customer service issues and proactively preventing negative service trends.
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
• Managing workflow, escalations and effectively delegating workload across the leadership team.
• Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.
• Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
Basic Qualifications
• Bachelor’s degree or equivalent education/work experience.
• 5+ years experience in Operations Management with progressively increasing responsibility, managing teams up to 100 associates.
• 3+ years experience in Customer Service with 2+ years in liaison/team leadership roles in a contact centre environment.
• Proven track record of Customer Obsession.
• Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
• Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations.
• Excellent planning, organizational and time and project management skills.
• Excellent written and oral communication skills in English and good communication skills in Italian.
• Proficiency to communicate effectively across various cultural backgrounds and functional areas, and within all levels in the organization (technical, business, executive).
• Willingness to speak up even in the midst of adversity.
• Bias for action, takes responsibility/ownership and delivers.
Preferred Qualifications
• Master’s degree or MBA.
• Leadership experience in Contact Center Operations (Customer Service, Sales, or Collections), with responsibility over teams of 250+ agents.
• Work experience across multiple geographies (with preference to eastern Europe/north Africa) and/or managing geographically dispersed teams.
• Experience handling multiple concurrent projects in captive contact-center(s) or multiple concurrent clients/services in outsourced contact center(s).
• Previous experience with Six Sigma and/or Lean tools and methodologies.
• Ability and desire to relocate to take advantage of future growth opportunities.
Lavoro disponibile ai portatori di handicap.
Inviando il curriculum e le informazioni annesse, si autorizza Amazon a trasmettere e memorizzare tali informazioni nella base dati di selezione del personale del gruppo di aziende Amazon, e farle circolare al fine di valutare le vostre qualifiche per questa o altre posizioni.
Per inviare il curriculum per questa posizione, compila il form qui
SENIOR TECHNICAL SUPPORT TECHNICIAN M/F
Job Description
Siete pregati di presentare domanda solo se in possesso dei requisiti richiesti, inviando il curriculum vitae compilato in Inglese. I colloqui si svolgeranno in lingua Inglese. Per favore considerate che i CV compilati in Italiano, o mancanti dei requisiti richiesti, non saranno presi in considerazione.Location: Cagliari, Italy
Client Support Services group is looking for best-in-class client-side support personnel. They will provide quality technical support to internal customers through all available channels, meeting or exceeding their expectations at every opportunity.
The successful Senior Deskside Support Engineer will be customer focused and motivated by team success. They will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. They will be committed, flexible, and have demonstrated the ability to maintain high levels of productivity with minimal supervision.
Basic Qualifications
Requirements:
This position requires 3+ years of hands-on PC hardware, software and O/S support experience (including installation, configuration and troubleshooting) with exposure to a wide variety of products, issues and customer types. You will be the main point of contact for individuals reporting or highlighting issues with systems or equipment, with Hands-on experience supporting LAN wiring, Windows, Linux, Unix and Macintosh platforms.
Language requirements:
Fluent Italian and English – preferred: German
Qualifications:
• Strong analytical skills with demonstrated problem solving ability.
• Previous experience in which high levels of initiative, judgment, and tact have been demonstrated.
• In addition, you will need a proven ability to operate in extreme high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
• Must be willing to work in a fast paced and growing European and global environment where some travel maybe required.
• Ability to develop clear, concise documentation.
• Experience in procurement, inventory and asset management of IT equipment as well as IT lifecycle.
• Superior technical aptitude, written and oral communications skills and experience and the ability to deal effectively with people at different levels and in different situations.
Preferred Qualifications
Technical Qualifications:
• An advanced understanding of technical issues, both hardware and software.
• Linux/Unix system support and ability to write simple scripts in some administrative language.
• Active Directory and Windows Server administration. Windows 7 system support. (Apple Mac support is desirable)
• A broad understanding of networking technologies both wired and wireless. Port level troubleshooting of Cisco switches and data cabling knowledge.
• A good understanding of VoIP technologies
Sound interesting? We wait for your application.
For more information on Amazon Operations visit our microsite: http://www.amazon-operations.co.uk
By submitting your resume and application information, you authorize Amazon to transmit and store your information in the Amazon group of companies’ recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
Lavoro disponibile ai portatori di handicap.
Inviando il curriculum e le informazioni annesse, si autorizza Amazon a trasmettere e memorizzare tali informazioni nella base dati di selezione del personale del gruppo di aziende Amazon, e farle circolare al fine di valutare le vostre qualifiche per questa o altre posizioni.
Per inviare il curriculum per questa posizione, compila il form qui
http://www.bloglavoro.com/2015/01/13/amazon-lavora-con-noi-consigli-e-posizioni-aperte.htm
