Senior E-Commerce Customer Support Specialist

3 days ago


Chennai, Tamil Nadu, India myGwork Full time
Job Description:

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
Requirements:
  • 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
Salary:

$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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