Technical CS Lead
Technical CS Lead
Posted on :
05-05-2025
Employer Active
1 Vacancy
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Job Description
Come join Amazon Key to help transform the delivery experience for customers with unprecedented quality efficiency and scale. Our team is actively seeking motivated and multitalented individuals who are customer obsessed and strive to improve the experience of Amazons customers. We are inventing the nextgeneration smart delivery operation with innovative technologies in IoT (InternetofThings). We develop technologybased solutions matching customer needs and delivery capacity with precision and efficiency and expanding and transforming delivery experience with exceptional quality productivity and scale.
Key job responsibilities
Lead and motivate a team of customer service representatives to deliver exceptional service and achieve performance targets
Provide ongoing coaching training and feedback to team members to enhance their skills and capabilities
Oversee daily operations of the customer service department including managing inbound inquiries and resolving customer issues
Handle escalated customer inquiries or complaints with professionalism and empathy seeking resolution to ensure customer satisfaction
Develop and implement strategies to improve efficiency productivity and customer satisfaction levels
Analyze customer feedback and data to identify trends opportunities and areas for improvement
Conduct regular audits of customer interactions and provide feedback for improvement
Collaborate with other departments such as Sales Install Ops. Marketing and Product Development to ensure alignment and coordination in delivering a seamless customer experience
Maintain accurate records of customer interactions transactions and inquiries using our CRM system
Monitor and analyze key performance indicators (KPIs) to ensure service level agreements (SLAs) are met
High school diploma or equivalent required
Strong leadership and interpersonal skills with the ability to inspire and motivate team members
Excellent communication skills both verbal and written with a customercentric approach
Problemsolving skills with a focus on finding practical and effective solutions
Ability to handle escalated customer inquiries or complaints with professionalism and empathy
Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
Resultsoriented have high integrity and a desire to be part of a worldclass rapidly expanding company
Experience pulling and reporting data from numerous databases (using Excel Access and/or other data management systems)
Bilingual proficiency in English and Japanese
Bachelors degree
Passionate about the growth and success of Amazons Key for Business Team while also learning about IoT technologies
Proven examples of the ability to successfully support contact operational teams with diverse stakeholders with a high level of quality
Proficiency in using CRM software and other relevant tools to track and manage customer interactions
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Key job responsibilities
Lead and motivate a team of customer service representatives to deliver exceptional service and achieve performance targets
Provide ongoing coaching training and feedback to team members to enhance their skills and capabilities
Oversee daily operations of the customer service department including managing inbound inquiries and resolving customer issues
Handle escalated customer inquiries or complaints with professionalism and empathy seeking resolution to ensure customer satisfaction
Develop and implement strategies to improve efficiency productivity and customer satisfaction levels
Analyze customer feedback and data to identify trends opportunities and areas for improvement
Conduct regular audits of customer interactions and provide feedback for improvement
Collaborate with other departments such as Sales Install Ops. Marketing and Product Development to ensure alignment and coordination in delivering a seamless customer experience
Maintain accurate records of customer interactions transactions and inquiries using our CRM system
Monitor and analyze key performance indicators (KPIs) to ensure service level agreements (SLAs) are met
High school diploma or equivalent required
Strong leadership and interpersonal skills with the ability to inspire and motivate team members
Excellent communication skills both verbal and written with a customercentric approach
Problemsolving skills with a focus on finding practical and effective solutions
Ability to handle escalated customer inquiries or complaints with professionalism and empathy
Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
Resultsoriented have high integrity and a desire to be part of a worldclass rapidly expanding company
Experience pulling and reporting data from numerous databases (using Excel Access and/or other data management systems)
Bilingual proficiency in English and Japanese
Bachelors degree
Passionate about the growth and success of Amazons Key for Business Team while also learning about IoT technologies
Proven examples of the ability to successfully support contact operational teams with diverse stakeholders with a high level of quality
Proficiency in using CRM software and other relevant tools to track and manage customer interactions
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Employment Type
Full-Time
Key Skills
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