Customer Service Associate

Found in: Talent IN C2 - 3 weeks ago

Hyderabad, India ADCI - Tamil Nadu Full time
Customer Support Specialist - Kindle Direct Publishing (Portuguese-Speaking)
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. The KDP Support Specialist will serve as the primary support interface for vendors using the KDP system and ensure all their concerns are duly attended to such that the system works smoothly. Opportunities await strong candidates looking for a fast growing, dynamic, challenging, innovative, and fun work environment. This is a unique opportunity to be a part of a revolutionary product that will change the way people publish.

Responsibilities:
- Process and respond to emails and Phone calls received from publishers in Portuguese and English
- Respond to queries sent to the KDP forums
- Investigate payment concerns brought up by English and Portuguese-speaking customers
- Route legitimate payment concerns to Accounts Payable
- Reprocess stuck books through the system
- Route issues and bugs that need engineering expertise to the development teams
- Remove content as it is identified by the QA team
- Notify vendors that their content has been removed
- Maintain and improve a knowledge base with unique vendor requests and their solutions
- Work on developing canned responses for common questions
- Work with operations manager in documenting process flows

Key job responsibilities
Responsibilities:

Process and respond to Emails and Phone calls received from publishers in Italian and English
Respond to queries sent to the KDP forums
Investigate payment concerns brought up by English and Italian-speaking customers
Route legitimate payment concerns to Accounts Payable
Reprocess stuck books through the system
Route issues and bugs that need engineering expertise to the development teams
Remove content as it is identified by the QA team
Notify vendors that their content has been removed
Maintain and improve a knowledge base with unique vendor requests and their solutions
Work on developing canned responses for common questions
Work with operations manager in documenting process flows

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

- B2 certification in Portuguese.
- Must be fluent in Portuguese and English in written and verbal communication
- Experience in a technical support process, especially for web- enabled software products or services is highly preferred.
- Excellent verbal communication skills required in both English and Portuguese. Must be able to interact with an external party like customers and suppliers comfortably
- Excellent 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
- Strong 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.

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.
- Excellent verbal communication skills required. Must be able to interact with an external party like customers and suppliers comfortably.
- Excellent 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.
- Strong 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.

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