I korthet
The KDP Customer Support Analyst is the primary contact for KDP users, handling inquiries via email, phone, and chat. This role requires strong communication, problem-solving, and analytical skills, with a minimum of one year of customer service experience. The position is based on-site in Chennai.
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 to handle customer requests.
- Use customer service tools to troubleshoot and provide exceptional customer experience.
- Escalate customer issues appropriately and in a timely manner.
- Proactively communicate system & process issues.
- Proactively strive to drive improvement to internal and external processes.
- Contact appropriate teams for systemic issues.
- Document research & interactions in a clear and concise manner.
Krav
- Speak, write, and read fluently in English.
- Willing to work from the office as VCC is not available.
- 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 by developing personalized responses for publisher questions.
- 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 to identify & understand their problems.
- Must have a proven ability to use data and research to inform the best course of action and/or possible resolutions.
- Must have high speed internet services that comply with the 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.
- Should be able 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 when and to whom to escalate them.
- Detail-oriented and process-focused.
- College graduates.
Förmåner
- Flexibility to work shifts including overnight and weekends.
- Inclusive culture empowers Amazonians to deliver the best results for our customers.
- Workplace accommodation and adjustment support for individuals with disabilities during the application, hiring, and onboarding process.
#Kindle e-Reader#Customer Service
Företag
Amazon
Publicerade jobb
för 1 vecka sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Medarbetare
Platser
Chennai, India
Kvalifikation
Kandidatexamen
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