The Job

KDP Support Analyst, Books (Variable)

Logistics, Sales & Operations · HR & Admin · Administrative Support

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In short

As a KDP Customer Support Analyst, you will be the primary point of contact for authors using Amazon's self-publishing platform. You will handle customer inquiries via email, phone, and chat, ensuring excellent customer service and timely resolution of issues. This role requires strong communication, analytical, and computer navigation skills, with a willingness to work flexible shifts.

Responsibilities

  • Process and respond to email, phone, and chat contacts from KDP website users.
  • Maintain a positive and professional demeanor.
  • Meet or exceed quality, productivity, and time management goals.
  • Use customer service tools and software to troubleshoot and provide accurate responses.
  • Escalate customer issues appropriately and in a timely manner.
  • Proactively communicate system & process issues and strive to drive improvement.
  • Detail oriented and process focused, documenting research and interactions clearly.

Requirements

  • Speak, write, and read fluently in English.
  • Willing to work from the office.
  • Minimum of 1 year experience handling multiple forms of direct customer inquiries via calls, chats and/or emails.
  • Adequate communication skills.
  • Proven ability to provide high quality customer service in a fast-changing environment.
  • Computer navigation skills, with basic understanding of website/web browser and internet usage.
  • Analytical skills to research, replicate, categorize, and document customer issues.
  • Proven ability to use data and research to inform best course of action/resolutions.
  • High speed internet services with Octane 2.0 score of 30,000+, network latency of 150 ms or less, and download speed of 3 Mbps or greater.

Desired Qualifications

  • Additional computer skills certifications in web technologies are preferable.
  • Experience in web-enabled software products or services is highly preferred.
  • Ability to understand a complex problem and respond to authors.
  • Basic familiarity with web technologies and HTML is highly desirable.
  • Analytical skills required to understand problems, categorize, document, and decide escalation.
  • Detail-oriented and process-focused.
  • College graduates.

Benefits

  • Team environment that thrives on innovation and excellence.
  • Opportunity to work for a team that delights customers, solves problems, and is the face of the company.
  • Flexibility to work shifts including overnight and weekends.
#Customer Service#Books
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Company

Amazon

Job Posted

2 weeks ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Hyderabad, India

Qualification

Bachelor

Applicants

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