KDP Support Analyst, Books (Variable)

Amazon Inc.; Hyderabad; On-site; INR 450,000 - 600,000; Full time

Job summary

Amazon Inc. in Hyderabad is seeking a KDP Customer Support Analyst to serve publishers on the Kindle Direct Publishing platform. You will be the frontline liaison, ensuring questions are answered promptly and accurately while delivering an exceptional customer experience.

This role demands clear written and spoken communication, the ability to manage multiple requests, and adherence to quality targets. Flexible shift availability, including overnight and weekends, and a college degree are

Qualifications

• Process and respond to email, phone, and chat from KDP users.
• Maintain clear and professional written and verbal communication.
• Meet quality and productivity goals and manage time effectively.
• Follow policies and escalate issues as needed.

Responsibilities

• Process and respond to email, phone, and chat contacts received from KDP website users.
• 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.
• Flexibility to work shifts including overnight and weekends

Skills

Email & chat support

Phone support

Written communication

Verbal communication

Time management

Customer empathy

Problem solving

Attention to detail

HTML basics

Bachelor's degree or equivalent

Education

Bachelor's degree or equivalent

Tools

CRM software

Helpdesk tools

Job description

Amazon's Kindle Direct Publishing (KDP) is an independent self-publishing service launched in November 2007, concurrently with the first Amazon Kindle device that allows authors of any level to engage millions of readers that shop on Amazon. The KDP Customer Support Analyst will be the front-line interface between Amazon and publishers/content providers who use the KDP's self-publishing platform to publish, market, and sell their content in Amazon's Kindle store. The KDP Customer Support Analyst will work towards ensuring all the concerns from the publishers are duly attended. Kindle Direct Publishing offers a team environment that thrives on innovation and excellence, and our staff is talented, and passionate about creating an exceptional customer experience. If you want to work for a team who delights customers, solves problems, and is the face of our company, then the KDP Customer Support Analyst role is the job for you!

Key job responsibilities

• Process and respond to email, phone, and chat contacts received from KDP website users
• 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.
• Flexibility to work shifts including overnight and weekends

Preferred Qualifications

• Additional computer skills certifications in web technologies are preferable.
• Experience in web-enabled software products or services is highly preferred.
• Should be able to understand a complex problem and respond to authors.
• Basic familiarity with web technologies and HTML is highly desirable.
• Analytical skills required. Must be able to understand problems that authors are facing, categorize, document, and decide when and to whom to escape them.
• 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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.