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Demonstrate timely, accurate, friendly and professional Customer Service (CS)
Meet or exceed quality and productivity goals assigned by management
Demonstrate clear written and oral communication
Demonstrate an appropriate sense of urgency when resolving customer issues
Demonstrate knowledge and use of departmental resources, policies and procedures
Effectively use available tools in order to provide an accurate response and an exceptional customer experience
Draft SOPs, references, policies or blurbs to improve the customer experience and/or internal efficiency
Recognize and pro-actively communicate system issues, process issues, and customer feedback trends to management
Consistently improve content provider and customer experience by delivering superior customer support, and by relentlessly advocating for content providers
Exceed customer expectations by going above and beyond
All other duties as assigned
Basic Qualifications BASIC QUALIFICATIONS
Matric or equivalent
1+ years customer service experience
Working knowledge of Microsoft Office Applications
Ability to navigate multiple computer systems and platforms
Excellent written and verbal communication skills
Fluent in Traditional Chinese and English language in written and verbal communication
Preferred Qualifications PREFERRED QUALIFICATIONS
2+ years previous experience in a customer service environment
Experience in digital media and knowledge of the publishing industry is a plus
Previous publishing experience advantageous.
Strong attention to detail
Demonstrated ability to prioritize and multitask
Proficient in Outlook, MS office applications, and CS systems
Experience working with customers via email and over the phone.
Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality; deal with ambiguous situations
Ability to work with technical and non-technical business owners to accomplish goals
Experience in identifying opportunities to simplify and/or automate complex processes.
Must be able to think creatively and possess strong analytical and problem solving skills. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate
Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
Identify lapses in communication between internal teams and work with those teams to ensure that Indie Publishing is not surprised about new product launches
Ability to communicate effectively and act as an influencer and ambassador on behalf of Kindle Content.