Amazon Kindle Direct Publishing Customer Support Specialist

3 days ago

Chennai, Tamil Nadu, India myGwork Full time
Customer Support Specialist - Kindle Direct Publishing (Portuguese-Speaking)

This role is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

We are seeking a highly skilled Customer Support Specialist to join our team in providing exceptional support to vendors using the Kindle Direct Publishing system. As a key member of our customer support team, you will be responsible for resolving customer issues in a timely and professional manner.

Job Overview:

  • Process and respond to emails, phone calls, and chats received from publishers in Portuguese and English
  • Investigate payment concerns brought up by English and Portuguese-speaking customers
  • Demonstrate clear and polite written and verbal communication
  • Maintain a positive and professional demeanor at all times
  • Meet or exceed all quality, productivity, and time management goals as set by management
  • Follow all site performance and behavior expectations as outlined by management
  • Demonstrate an appropriate sense of urgency for email response times and phone & chat service levels
  • Follow company policies and processes in order to process customer requests appropriately
  • Use customer service tools and software to troubleshoot, provide an accurate response, and create an exceptional customer experience
  • Escalate customer issues appropriately and in a timely manner
  • Proactively communicate system & process issues
  • Proactively strive to drive improvement to the internal and external processes to enhance the customer experience
  • Contact appropriate teams as needed for systemic issues
  • Detail oriented and process-focused. Must be able to follow processes and document research & interactions in clear and concise manner
  • Flexibility to work shifts including overnight and weekends

BASIC QUALIFICATIONS:

  • B2 certification in Portuguese
  • Must be fluent in Portuguese and English in written and verbal communication
  • Should be willing to work from the office as VCC is not available
  • Minimum of 1 year experience handling multiple forms of direct customer inquiries via calls, chats and/or emails
  • Adequate communication skills
  • Proven ability to provide high-quality customer service in a fast-changing environment by developing personalized responses for publisher questions
  • Must possess computer navigation skills, along with a basic understanding on how to use a website/web browser and the internet
  • Must possess adequate analytical skills
  • Must be able to research, replicate, categorize, and document customer issues to identify & understand their problems
  • Must have a proven ability to use data and research to inform the best course of action and/or possible resolutions
  • Must have high-speed internet services that comply with the below recommendation:

Recommended Internet Requirements:

  • An Octane 2.0 score of 30,000 or greater
  • Network latency of 150 ms or less
  • Download speed of 3 Mbps or greater
  • At least 8 GB of RAM, with 3 GB available for Salesforce browser tabs

PREFERRED QUALIFICATIONS:

  • 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
  • Experience in email customer service
  • Commanding verbal communication skills required. Must be able to interact with an external party like customers and suppliers comfortably
  • Adequate 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
  • Adequate 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
  • College graduates preferred, not mandatory

Estimated Salary Range: $45,000 - $60,000 per year

This role offers a unique opportunity to work with a dynamic and innovative company like Amazon, and to be part of a team that is shaping the future of publishing. If you are a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

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