KDP Support Analyst - Kindle Direct Publishing at Amazon

Description

• Kindle Direct Publishing is Amazon's e-book, paperback and hardcover publishing division launched in November 2007, concurrently with the first Amazon Kindle device.
• Amazon launched Kindle Direct Publishing (KDP) to be used by authors and publishers, to independently publish their books directly to the Kindle Store. We are a multi-language team providing global support while living the motto of “Work Hard. Have Fun. Make History”

About the Role

• The Customer Support Analyst serves as the primary level of support for KDP users providing timely and accurate operational assistance. You will communicate with customers by mail, phone and chat while utilizing a variety of tools to navigate accounts, research, and review policies and communicate effective solutions in a fast-paced environment.
• A Customer Support Analyst is expected to address customer pain points, provide process improvements, and develop internal documentation, all while adhering to service level agreements for contact channels.

Basic qualifications

• Fluent in English
• 1-2 years of work experience in a Customer Service or Contact Centre environment
• High School Diploma OR relevant NQF level qualification
• Computer literacy (Excel, Word, PowerPoint, Outlook)

Preferred qualifications

• Previous Amazon Customer Service experience
• Comfort and experience with the use of technical and payment tools/systems
• Experience working with KPIs and SLAs
• Ability to work in teams where team members are in different locations and belong to different cultures.
• Ability to work in changing environment
• Flexibility to work shifts which includes overnight and weekends
• Prior experience in process improvement initiatives or Six Sigma
• *This is an onsite role

Basic Qualifications

• High school or equivalent
• Speak, write, and read fluently in English

Preferred Qualifications

• Experience solving problems related to customer queries or internal process issues