The Job

KDP Support Analyst, Books (Variable)

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

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In short

Amazon is looking for a KDP Support Analyst in Hyderabad to be the primary point of contact for authors and publishers using their self-publishing platform. This role requires excellent communication skills, problem-solving abilities, and the capacity to handle customer inquiries through various channels while working on-site.

Responsibilities

  • Process and respond to email, phone, and chat contacts from KDP website users.
  • Maintain a positive and professional demeanor at all times.
  • Meet or exceed quality, productivity, and time management goals.
  • Follow site performance and behavior expectations.
  • Demonstrate an appropriate sense of urgency for response times.
  • Follow company policies and processes to process customer requests.
  • Use customer service tools and software to troubleshoot and provide exceptional customer experience.
  • Escalate customer issues appropriately and in a timely manner.
  • Proactively communicate system & process issues and strive to drive improvement.
  • Contact appropriate teams as needed for systemic issues.
  • Follow processes and document research & interactions clearly and concisely.
  • Work shifts including overnight and weekends.

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, basic understanding of website/web browser and internet usage.
  • Analytical skills.
  • Ability to research, replicate, categorize, and document customer issues.
  • Proven ability to use data and research to inform actions and resolutions.
  • High speed internet services with specific Octane 2.0 score, network latency, and download speed recommendations.

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 complex problems 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

  • Inclusive culture that empowers Amazonians.
  • Opportunity to work for a team that delights customers and solves problems.
#Customer Service#Books#Publishing#Amazon Kindle#Support
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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

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