Customer Service Specialist, French, Publisher Support at Amazon

DESCRIPTION

• Please note, this is a French role based in Cape Town (South Africa).
• Are you a customer-obsessed individual with a passion for solving problems and driving an innovative and fast growing business?

Overview:

• Amazon’s Kindle Content Customer Service team supports multiple Amazon publishing program that provide self-service tools for publishing e-books and printed books. The CS Specialist will be the front line interface between Amazon and the content providers who use these tools to upload content they want to put up for sale on the Kindle store. The CS Specialist will serve as the primary support interface for customers using the system and ensure all their concerns are duly attended to such that the system works smoothly. Opportunities await strong candidates looking for a fast growing, dynamic, challenging, innovative, and fun work environment.
• We are seeking a driven, experienced professional to work directly with a specialized segment of content providers. The CS Specialist will play a critical role by working directly with publishers while learning from them so that we can create the best-in-class customer experience for them.
• The ideal candidate must be able to work at the strategic level and at the tactical level (managing customer experience, operations, analyzing data, and solving problems). We are seeking someone with a demonstrated history of successful vendor/account/customer relations, using customer insight and data to identify and prioritize opportunities.
• Flexibility and the ability to prioritize in a changing business environment will be a key to success. Our team culture is goal-oriented, collaborative and driven to achieve results. We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.

Key job responsibilities

• Demonstrate timely, accurate, friendly and professional Customer Service (CS) in clear written and oral communication and exceed customer expectations by going above and beyond
• Meet or exceed quality and productivity goals assigned by management with an appropriate sense of urgency when resolving customer issues
• Demonstrate knowledge and use of departmental resources, policies and procedures and 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
• All other duties as assigned

BASIC QUALIFICATIONS

• Bachelor’s Degree
• Experience in customer service
• Working knowledge of Microsoft Office Applications + ability to navigate multiple computer systems and platforms
• Strong attention to detail, excellent written and verbal communication skills in English and French

PREFERRED QUALIFICATIONS

• Experience in digital media and knowledge of the publishing industry is a plus
• Proficient in Outlook, MS office applications, and CS systems including experience working with customers.