KDP Publisher Support Specialist

Amazon Inc.; Asti; Ibrido; EUR 28.000 - 42.000; Tempo pieno

Descrizione del lavoro

Amazon's Kindle Direct Publishing (KDP) is an independent self-publishing service. The KDP Customer Support Analyst serves as the front-line interface between Amazon and publishers using the KDP platform to publish, market, and sell content in Amazon's Kindle store.

The role requires handling email, phone, and chat contacts with a focus on timely, accurate responses and customer satisfaction. Preferred qualifications include familiarity with web technologies/HTML and a college degree.

Competenze

• Clear and polite written and verbal communication is essential.
• Ability to understand complex problems and respond to authors.
• Detail oriented and process focused with documentation of research.

Mansioni

• Process and respond to email, phone, and chat contacts from KDP users.
• Demonstrate clear and polite written and verbal communication.
• Maintain a positive and professional demeanor at all times.
• Meet or exceed quality, productivity, and time management goals set by management.
• Follow site performance and behavior expectations as outlined by management.
• Demonstrate urgency for email response times and service levels for phone and chat.
• Follow company policies to process customer requests appropriately.
• Use customer service tools to troubleshoot and provide accurate responses.
• Escalate issues timely to appropriate teams.
• Proactively communicate system and process issues.
• Strive to improve internal and external processes to enhance customer experience.
• Contact appropriate teams for systemic issues.
• Detail oriented and proceed with documentation of interactions clearly.
• Must be able to work shifts including overnight and weekends.

Conoscenze

Excellent communication

Problem solving

Attention to detail

Analytical skills

Formazione

College graduates

Strumenti

HTML familiarity

Descrizione del lavoro

Amazon's Kindle Direct Publishing (KDP) is an independent self-publishing service. The KDP Customer Support Analyst serves as the front-line interface between Amazon and publishers using the KDP platform to publish, market, and sell content in Amazon's Kindle store.

The role requires handling email, phone, and chat contacts with a focus on timely, accurate responses and customer satisfaction. Preferred qualifications include familiarity with web technologies/HTML and a college degree.