Customer Service Lead, Luxury Stores Customer Service

Other Jobs To Apply

- Work a flexible schedule including weekends, nights, and holidays<br />- Experience leading process improvements<br />- High school or equivalent diploma<br />- 2+ years of customer service experience <br /> - Experience in mentoring, leading and coaching<br />- Experience working in a collaborative team environment to deliver high-quality design solutions<br />- Mastery of essential customer service functions.<br /><br />Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.<br /><br />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 <a href='https://amazon.jobs/content/en/how-we-hire/accommodations'>https://amazon.jobs/content/en/how-we-hire/accommodations</a> for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.<br /><br />Our compensation reflects the cost of labor across several US geographic markets. The Colorado base pay for this position ranges from $38,300/year up to $53,000/year. The National base pay for this position ranges from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit <a href='https://www.aboutamazon.com/workplace/employee-benefits'>https://www.aboutamazon.com/workplace/employee-benefits</a>. This position will remain posted until filled. Applicants should apply via our internal or external career site. <br /> Customer Service (CS) Luxury Lead - Workflow and Process Management<br /><br />The Customer Service Luxury Lead has mastered essential Customer Service Lead functions and is dedicated to providing superior world-class service while ensuring the effective management of workflow and processes. This individual will join a team of 4 Lead Associates and oversee 12 CSAs, facilitating the daily coordination of process and workflow management. The CS Lead will report to the Luxury Stores Manager, providing feedback on observations and trends. They will also serve as a key contact for escalated customer issues, assisting with training and ensuring adherence to Service Level Agreements (SLAs).<br /><br />Key job responsibilities<br />Key Job Responsibilities:<br />* Provide 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards.<br />* Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA).<br />* Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.<br />* Escalate and document progress and operational roadblocks to management. <br />* Monitor real time adherence reporting to ensure service metrics are met.<br />* Act as a Subject Matter Expert (SME) for company policies and processes.<br />* Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment.<br /><br /><br />A day in the life<br />* Manage CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.<br />* Monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.<br />* Facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.<br />* Maintain and follow up on manual, mishandled, or exception orders to ensure customer satisfaction.<br />* Manage CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.<br />* Assist with new hire training programs and onboarding of new CSA’s, ensuring a smooth transition into the team.<br />* Distribute and manage special project workflows, collaborating with Customer Service Associates (CSAs).<br />* Adopt CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.<br />* Collaborate with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.<br />* Sustain SLA adherence by managing high-volume workloads and assisting with peak demand periods.

Back to blog

About United Kingdom

The United Kingdom is an island nation located on the northwest coast of Europe. The United Kingdom includes the entire island of Great Britain, which includes England, Wales, and Scotland, as well as the northern part of the island of Ireland. The name Great Britain is sometimes used to refer to the United Kingdom as a whole. The capital is London, which is one of the business, financial, and cultural centers of the world. Other major cities are Birmingham, Liverpool, and Manchester in England, Belfast and Londonderry in Northern Ireland, Edinburgh and Glasgow in Scotland, and Swansea and Cardiff in Wales.

Common Interview Questions

  • Tell me about yourself.
  • Walk me through your resume.
  • How did you hear about this position?
  • Why do you want to work at this company?
  • Why do you want this job?
  • Why should we hire you?
  • What can you bring to the company?
  • What are your greatest strengths?
  • What do you consider to be your weaknesses?
  • What is your greatest professional achievement?
  • Tell me about a challenge or conflict you’ve faced at work, and how you dealt with it.
  • Tell me about a time you demonstrated leadership skills.
  • What’s a time you disagreed with a decision that was made at work?
  • Tell me about a time you made a mistake.
  • Tell me about a time you failed.
  • Why are you leaving your current job?
  • Why were you fired?
  • Why was there a gap in your employment?
  • Can you explain why you changed career paths?
  • What’s your current salary?
  • What do you like least about your job?
  • What are you looking for in a new position?
  • What type of work environment do you prefer?
  • What’s your work style?
  • What’s your management style?
  • How would your boss and coworkers describe you?
  • How do you deal with pressure or stressful situations?
  • What do you like to do outside of work?
  • Are you planning on having children?
  • How do you stay organized?
  • How do you prioritize your work?
  • What are you passionate about?
  • What motivates you?
  • What are your pet peeves?
  • How do you like to be managed?
  • Do you consider yourself successful?
  • Where do you see yourself in five years?
  • How do you plan to achieve your career goals?
  • What are your career aspirations?
  • What’s your dream job?
  • What other companies are you interviewing with?
  • What makes you unique?
  • What should I know that’s not on your resume?
  • What would your first few months look like in this role?
  • What are your salary expectations?
  • What do you think we could do better or differently?
  • When can you start?
  • Are you willing to relocate?
  • How many tennis balls can you fit into a limousine?
  • If you were an animal, which one would you want to be?
  • Sell me this pen.
  • Is there anything else you’d like us to know?
  • Do you have any questions for us?

Educational Qualification

Candidates Who Have Passed Graduate or its Equivalent from a Recognized Board or University Are Eligible For this recruitment. Kindly check the Official Notification for more qualification details. Notification Link Is Given Below.

Document Required

Required Documents for This recruitment: Candidate should have these documents before applying online. Candidates are suggested to read the official notification before applying.

  • Qualification certificate with mark sheets.
  • Passport size photographs.
  • Signature.

How to Apply

All the eligible candidates can apply for this job as mentioned below:

  • Read official notification carefully from the official website.
  • Read notification carefully before applying.
  • Fill the application form (link is given below).
  • Attach required documents and passport size photo with signature.
  • Then submit. Done.

Related Posts