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KDP Support Analyst

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Amazon's Kindle Direct Publishing (KDP) is seeking a Customer Support Analyst in Chennai to be the primary interface for publishers. This role involves responding to customer inquiries via email, phone, and chat, maintaining a positive demeanor, and meeting performance goals.

Ansvarsområden

  • Process and respond to email, phone, and chat contacts from KDP website users.
  • Demonstrate clear and polite written and verbal communication.
  • Maintain a positive and professional demeanor.
  • 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.
  • 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.
  • Strive to drive improvement to internal and external processes.
  • Contact appropriate teams as needed for systemic issues.
  • Document research & interactions in a clear and concise manner.
  • Work shifts including overnight and weekends.

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, 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 decisions.
  • High speed internet services compliant with Octane 2.0 score of 30,000+, network latency of 150 ms or less, and download speed of 3 Mbps or greater.

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 for understanding, categorizing, and escalating author issues.
  • Detail-oriented and process-focused.
  • College graduates.

Förmåner

  • Team environment that thrives on innovation and excellence.
  • Opportunity to work for a team that delights customers and solves problems.
#customer service#publishing#support#amazon#kindle
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Företag

Amazon

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Chennai, India

Kvalifikation

Kandidatexamen

Sökande

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