Amazon Maroc recrute Plusieurs Profils
Customer Services Training Specialist
We are currently looking for a permanent Customer Services Trainer-
French speaking to join our team in RBA10 site,
You will have the important role of helping the employees across the
different sites to be at their best for our customers. You will be responsible
for the end to end delivery of existing L&D solutions mainly to our
Customer Service Associates. In this role, you will do a mix of learning
activities both in structured/formal learning settings as well as on the
operational floor. You will be responsible for the development of performance
improvement initiatives and delivering structured/formal learning. You will
develop your audience through a range of learning methodologies including
instructor led and virtual training, and facilitation across an array of
learning activities including (workshops, floor support, campaigns, demos, drop
in sessions, tactical support initiatives and formal classroom based programs).
Key job responsibilities:
You are responsible for the effective delivery and design (tactical) of
L&D solutions and you will deliver these through:
-Effective delivery of structured/formal L&D solutions e.g. New-Hire
(on site and virtual) and tenured CSA, behavioral (soft skill) training within
your allocated areas.
-Effective facilitation of performance improvement learning initiatives on the
floor. This could be carried out through conducting workshops and side by side
support.
-Design of operational (tactical) solutions utilizing a range of multi -media
tools, creating a personalized and engaging learning experience, working
alongside the Instructional -Design team and build the related implementation
plan. Ensure all training content developed adheres to the agreed standards,
authoring and localization guidelines, creation and review processes and
procedures set.
Key relationships/ typical stakeholders this role works with:
Operational frontline leaders (ops managers, team managers, resolution
leads); Program managers; Business teams; Instructional Design team; Learning
& Development training leads and managers
Qualifications
-Relevant experience & or professional qualification in Learning
& Development, and Facilitation Fluent speaking and writing in French &
English is required.
-Demonstrate proficiency in designing and developing learning/promotional
videos and creating lessons for online learning modules.
-Demonstrate proficiency in Microsoft Office tools (Word, Excel and
PowerPoint), LMS, articulate, storyline and SCORM
-Experience in developing programs, planning, implementing and assessing
training.
-Experience in delivering full competency development learning activities that
focus on developing and growing knowledge, skills and behaviors required to
deliver great customer service.
-Experience in the design & delivery of tactical/local team based
solutions. Experience in identifying learning & development needs within an
operational environment.
Good interpersonal skills and communication with all levels of management.
Customer Service Site Lead
The Site Leader is responsible for overall leadership and operations of
the customer service (CS) center as well as director of the board and employer
for the local legal entity with all related responsibilities. In this role, you
will set the vision and direction for our
- Lead and
manage a team of 1-3 Operations Managers
- Maintain
required staffing levels to drive network service levels and ensure high
quality and productivity for the Consumer organization in
- Develop and
achieve performance goals and objectives in order to constantly improve
customer experience
- 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 Operations Management team by driving
focus on Amazon’s Core Values and Leadership Principles
- 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 an outstanding role model
- Successfully
manage employee relationship and, whenever needed, liaise with labor
unions and/or employee representatives to the best interest of all
involved parties
- Partner with
Global Real Estate & Facilities to ensure the highest standard for all
in-country facilities
- Continually
measure and evaluate all work processes
- Develops and
drives strategies and programs which improve the competitive position and
profitability of the site and organization at large
- Participates in business leadership meetings
Basic Qualifications:
- Degree or
equivalent experience in Customer Service, Retail, Operations, Supply
Chain or related field
- Experience
managing large organizations (200+), ideally in CS
- Strong
commitment to leadership, employee development, a keen interest in and
familiarity with technical systems, in addition to an exceptional level of
dedication, motivation and emotional intelligence
- Strong oral
and written communication skills both in French and English, as well as a
strong technical and analytical aptitude
- Proficient
with Excel and able to run data analysis and dive deep effectively
- Strong
knowledge of the local market
Software Development Engineer Internship
We’re on the lookout for the curious, those who think big and want to
define the world of tomorrow. At Amazon, you will grow into the high impact,
visionary person you know you’re ready to be. Every day will be filled with
exciting new challenges, developing new skills, and achieving personal growth.
How often can you say that your work changes the world? At Amazon,
you’ll say it often. Join us and define tomorrow.
About the team:
If you’re insatiably curious and always want to learn more, then you’ve
come to the right place. Depending on your location, country, job status and
other requirements, some or all of the following benefits may be available to
you as an intern.
- Competitive pay
- Impactful
project and internship/role deliverables
- Hybrid working (team dependent)
- Networking opportunities with fellow interns
- Internships
events such as speaker series, intern panels, Leadership Principles
sessions, Amazon writing skills sessions.
- Mentorship and career development
If you’re successful during your internship, you could be considered for
a graduate role after finishing your university studies.Internship start dates
are in February 2023. Internship lengths are 10 months.
Qualifications
Currently enrolled in or will receive a Bachelor’s or Master’s Degree
with a graduation date in 2024.
- Currently
enrolled in a Bachelor’s or Master’s Degree in Computer Science, Computer
Engineering, or related fields at time of application
- Although no
specific programming language is required – you should be familiar with
the syntax of languages such as Java, C/C++ or Python
- Knowledge of
Computer Science fundamentals such as object-oriented design, algorithm
design, data structures, problem solving and complexity analysis
