I korthet
The KDP Customer Support Analyst acts as the primary point of contact for users of Amazon's Kindle Direct Publishing platform, addressing concerns via email, phone, and chat. This role requires strong communication, analytical, and problem-solving skills to ensure an exceptional customer experience and adherence to quality and productivity goals.
Ansvarsområden
- Process and respond to email, phone, and chat contacts from KDP website users.
- Maintain a positive and professional demeanor.
- Meet quality, productivity, and time management goals.
- Use customer service tools to troubleshoot and provide accurate responses.
- Escalate customer issues appropriately and in a timely manner.
- Proactively communicate system & process issues and strive for improvements.
- Detail oriented and process focused, documenting research and interactions clearly.
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 (calls, chats, 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.
- Ability to use data and research to inform actions and resolutions.
- High-speed internet services with specific performance recommendations (Octane 2.0 score of 30,000+, latency of 150 ms or less, download speed of 3 Mbps+).
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 complex problems and respond to authors.
- Basic familiarity with web technologies and HTML is highly desirable.
- Analytical skills required to understand, categorize, document, and escalate author problems.
- Detail-oriented and process-focused for documenting interactions as per requirements.
- College graduates.
Förmåner
- Flexibility to work shifts including overnight and weekends.
#KDP#Customer Support#Publishing#Amazon
Företag
Amazon
Publicerade jobb
för 4 veckor sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Medarbetare
Platser
Chennai, India
Kvalifikation
Grundnivå
Sökande
Ansök tidigt