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KDP Support Analyst

Teknik, data och digitalt · Data, AI och analys · Dataanalys · Business intelligence

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As a KDP Support Analyst at Amazon's Kindle Direct Publishing, you will be the primary point of contact for self-publishing authors, addressing their concerns via email, phone, and chat. This role requires strong communication, analytical, and problem-solving skills, with a focus on delivering exceptional customer service in a fast-paced environment. The position is based on-site in Chennai, India.

Ansvarsområden

  • 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.
  • Demonstrate an appropriate sense of urgency for response times.
  • Follow company policies and processes.
  • Use customer service tools to troubleshoot and provide accurate responses.
  • Escalate customer issues appropriately and in a timely manner.
  • Proactively communicate system & process issues.
  • Strive to drive improvement to internal and external processes.
  • Contact appropriate teams as needed for systemic issues.
  • Document research & interactions clearly and concisely.

Krav

  • 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, including 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 resolutions.
  • High speed internet services meeting specific Octane 2.0 score, network latency, and download speed recommendations.
  • Flexibility to work shifts including overnight and weekends.

Önskade kvalifikationer

  • 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.

Förmåner

  • Team environment that thrives on innovation and excellence.
  • Opportunity to work for a team who delights customers, solves problems, and is the face of our company.
#Kindle e-Reader#Customer Service
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Företag

Amazon

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Chennai, India

Kvalifikation

Kandidatexamen

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