Kadıköy, Istanbul, Türkiye
• Receive & resolve complicated contact escalations from five different EU countries; all with different policies, processes and POCs. These countries include Turkiye, Poland, Netherlands, Sweden and Belgium. • Initiate leadership callback requests in a timely manner and deescalate/resolve the customer issue. • Launched a leadership callback process, making it easier to follow up on escalations for all 5 countries and ensuring associate compliance & training in leadership callback process, reducing the overall callback requests of the whole site. • Launched an associate coaching program – helping the site in outlier management and improving associate performance and compliance. • Trained over 20 Resolution Specialists for all 5 countries. Preparing and presenting original training material and help resolving contacts to ensure hitting Amazon’s high bar.
• Leading and developing a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team. • Setting up a sustainable and scalable Employee Engagement system for the whole site to ensure employee satisfaction & motivation. • Leading the employee recognition process to ensure employee recognition and motivation. • Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution. • Actively seeking solutions and provide trends & feedback to drive technology and operational improvements; communicating effectively with internal teams. • Develop and Achieve performance goals and objectives in line with the network wide vision and goals.
• Communicate with customers in English and Turkish. • Understand the issue and emotional situation/needs of the customer and make the best use of the available resources to resolve the issue and sooth the customer. • Demonstrate ownership to resolve challenging issues, escalating when necessary. • Launched an employee recognition process to ensure employee recognition and motivation.