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KDP Support Analyst, Books (Variable)

Teknik, data och digitalt · Kundsupport

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Amazon is looking for a KDP Support Analyst for their Hyderabad office to be the main point of contact for publishers using the Kindle Direct Publishing platform. This role involves handling customer inquiries through various channels, ensuring excellent customer service, and adhering to quality and productivity goals. The ideal candidate will have strong communication, analytical, and computer skills, with a minimum of one year of customer service experience.

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.
  • Follow site performance and behavior expectations.
  • Demonstrate appropriate urgency for response times and service levels.
  • 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 clearly and concisely.
  • Work flexible 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.
  • Must possess computer navigation skills, along with a basic understanding of how to use a website/web browser and the internet.
  • Must possess analytical skills.
  • Must be able to research, replicate, categorize, and document customer issues.
  • Must have a proven ability to use data and research to inform the best course of action.
  • Must have high speed internet services with an Octane 2.0 score of 30,000 or greater, 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 a complex problem and respond to authors.
  • Basic familiarity with web technologies and HTML is highly desirable.
  • Analytical skills required.
  • 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, solves problems, and is the face of our company.
  • Inclusive culture that empowers Amazonians to deliver the best results.
  • Workplace accommodations and adjustments for individuals with disabilities.
#KDP#Kindle Direct Publishing#Customer Support#Books#Publishing#Self-Publishing#Amazon
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Företag

Amazon

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Hyderabad, India

Kvalifikation

Kandidatexamen

Sökande

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