FR Project Specialist

Job description

DESCRIPTION

We are currently looking for an FR Project Specialist to join the FR Customer Service Integration team in Amazon's Customer Service (CS) Centre.

You will work with teams across the Amazon business to integrate new and improvement initiatives into the CS Organization through the development of customer facing content and internal CS processes

This role can be based in Cork, Edinburgh or Rabat.

Responsibilities:
· Drives the implementation of projects into the EU Customer Service (CS) organization.
· Develop a comprehensive project plan for CS project initiatives and ensure all tasks are completed on time for launch.
· Liaise with business groups to gather all CS relevant information for new CS project initiatives.
· Scope, plan and develop CSA and customer facing material (policies, blurbs, help content) that effectively communicates information CSAs and customers
· Partner with Training and QA Specialist(s) for new CS project initiatives when required.
· Monitor and report on project performance.
· Address queries regarding policies and QA coaching/performance from a diverse audience.
· Identify areas of potential customer dissatisfaction with policy/process and work with relevant team(s) to improve the customer experience.
· Ensure communication within CS departments for new CS projects flows consistently and efficiently.

Desired profile

BASIC QUALIFICATIONS

Basic Qualifications:
· The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment.
· Native French speaker essential. Fluent English speaker. Other EU language skills advantageous.
· One year project management experience with a proven track record for delivering projects within scope, time and quality.
· Excellent oral and written communication skills are crucial, as well as ability to think clearly, analyze quantitatively, problem-solve, support scope of requirements and prioritise.
· Excellent organizational and interpersonal skills with an ability to determine an appropriate level of detail in line with project milestones.
· Excellent planning, communication and time management skills. Proven ability to build relationships quickly and earn trust of others.
· Proven ability to work on own initiative. Can act decisively, promptly and confidently.
· Previous experience in a Contact Centre environment with a healthy balance between customer obsession and the need to adhere to company policies.
· Ability to handle multiple projects and meet tight deadlines and to flex and switch from one focus to another depending on what is priority for the business or team at any particular time.
· Proficient stakeholder management skills