Customer Service Specialist, Spanish [A], Publisher Support at Amazon

The ideal candidate will possess the ability to quickly ramp- up on a publishing platform, and a strong attention to detail that enables him or her to engage at any level within the publishing company – from CEOs to Sales representatives. He/she must also be a self-starter who can deal with ambiguity, and is comfortable raising feedback about the Kindle Content platform with business leaders.

Primary Objectives

• Drive publisher acquisition through outreach via phone and e-mail
• Willingness to conduct and execute cold calls
• Evaluates publisher leads and proactively calls and articulates the compelling value propositions around KDP services.
• Possess the ability to explain the KDP publishing platform, Terms and Conditions, and the benefits of publishing e-books on Kindle to effectively communicate our services to potential publishers
• Influence (or impact) customer adoption.
• Ability to negotiate issues with external partners to achieve specific outcomes.
• Escalates customer issues in a timely and appropriate manner
• Channel customer feedback to influence business decisions and goals
• Accurately identify and document publisher feedback about pain points within KDP
• Manages individual work load and productivity within a team environment
• Exhibits strong ownership and attention to detail
• Managers are available for consultation and training, but encourage employee to operate autonomously.
• Tracks progress against goals

BASIC QUALIFICATIONS

• Continuously meets and exceeds performance metrics and goals
• Experience working with high-profile customers.
• Demonstrated ability to work cross-functionally with a variety of internal and external stakeholders
• 6+ month experience in Kindle Content department
• Extensive customer & contact network experience.
• Strong verbal and written communications skills.
• A strong command of English (spoken and written)
• Fluent in Spanish (spoken and written)

This role is a 6 months acting role.

PREFERRED QUALIFICATIONS

• Must be able to think creatively and possess strong technical, analytical, and problem solving skills
• Strong attention to detail and excellent written and oral communication skills
• Experience working in sales or marketing is preferred, but not required.
• Ability to deal with ambiguous situations and an ever-changing environment
• Ability to multi-task and prioritize autonomously
• Phone Sales experience a bonus.
• Aptitude in quickly learning new systems and software
• Strong customer focus
• Objectively handle highly sensitive situations with integrity and discretion
• Experience working under pressure in a high-volume processing environment and consistently meeting standards for productivity and quality.
• Previous sales experience
• BA/BS degree a plus.
• Experience with SalesForce.
• Previous experience within Publishing beneficial