Senior E-Commerce Customer Support Specialist
3 days ago
This is a unique opportunity to work with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Overview:Amazon's Kindle Direct Publishing (KDP) is a self-service publishing framework for publishing e-books to the Amazon Kindle store. The KDP Support Specialist will be the front line interface between Amazon and vendors/content publishers who use the KDP tool to upload content they want to put up for sale on the Kindle store.
Key Job Responsibilities:- Process and respond to emails, phone calls, and chats received from publishers in French and English
- Investigate payment concerns brought up by English and French-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
- 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
$60,000 per annum
Why Choose This Role?This role offers a competitive salary, opportunities for growth and development, and the chance to work with a dynamic and innovative team. If you are a motivated and customer-focused individual looking for a new challenge, we encourage you to apply.
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