Customer Support Specialist (Dutch) at Amazon

Responsibilities

• Process and Respond to emails received from publishers in Dutch and English
• Respond to queries sent to the KDP forums
• Investigate payment concerns brought up by customers
• Route legitimate payment concerns to Accounts Payable
• Reprocess stuck books through the system
• Route issues and bugs that need engineering expertise to the development teams
• Remove content as they are identified by the QA team
• Notify vendors that their content has been removed
• Maintain and improve a knowledge base with unique vendor requests and their solutions
• Work on developing canned responses for common questions
• Work with operations manager in documenting process flows

Basic Qualifications

• Fluent in Dutch and English
• Excellent written and verbal communication skills.
• Demonstrated experience of 1-5 years in a front line internal and external (customer or supplier) facing role requiring email, voice or message board type of interactions with customers/external stakeholders
• Flexibility to work in a shift environment which may include weekends

Preferred Qualifications

• Graduate degree in any field. Additional computer skills certifications in web technologies are preferable.
• Experience in a technical support process, especially for web enabled software products or services is highly preferred
• Excellent verbal communication skills required. Must be able to interact with an external party like customers and suppliers comfortably
• Excellent written communication skills. Should be able to understand a complex problem and draft a concise email response
• Basic familiarity with web technologies and html is highly desirable
• Strong analytical skills required. 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
• Prior experience in process improvement initiatives or six sigma type of projects is preferred but not required