Customer Support Specialist for Kindle Direct Publishing
3 days ago
This is an exciting opportunity to work with Amazon, a leading inclusive employer and member of myGwork – the largest global platform for the LGBTQ+ business community.
Amazon's Kindle Direct Publishing (KDP) is a self-service publishing framework that enables authors to publish e-books directly to the Amazon Kindle store. As a Customer Support Specialist, you will be the primary point of contact between Amazon and vendors/content publishers using the KDP tool.
Your key responsibilities will include:
- Processing and responding to emails, phone calls, and chats from publishers in French and English
- Investigating payment concerns brought up by English and French-speaking customers
- Demonstrating clear and polite written and verbal communication
- Maintaining a positive and professional demeanor at all times
- Meeting or exceeding quality, productivity, and time management goals as set by management
The ideal candidate will possess strong analytical skills, adequate communication skills, and the ability to provide high-quality customer service in a fast-changing environment. A minimum of 1 year experience handling multiple forms of direct customer inquiries via calls, chats, and/or emails is required.
We offer a competitive salary of $45,000 per annum, based on market research and industry standards. In addition to a dynamic work environment, we provide opportunities for growth and development, flexible working arrangements, and a comprehensive benefits package.
BASIC QUALIFICATIONS:
* B2 certification in French.
* Must be fluent in French 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:
* 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
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