Customer Service Expert

5 days ago


Chennai, Tamil Nadu, India Amazon Full time

About the Role: As a Customer Service Associate at Amazon, you will be the primary point of contact for German-speaking vendors and content publishers who use our Kindle Direct Publishing (KDP) tool to upload content to the Amazon Kindle store. Your responsibilities will include processing and responding to emails, phone calls, and chats from customers, investigating payment concerns, and providing clear and polite written and verbal communication.

Key Responsibilities:

  • Process and respond to emails, phone calls, and chats received from publishers in German and English
  • Investigate payment concerns brought up by English and German-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


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