Kdp Support Analyst - Kindle Direct Publishing

Amazon Development Centre (South Africa) (Proprietary) Limited; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Onsite role

Diversity & inclusion

Job summary

Amazon Development Centre (South Africa) (Pty) Ltd. in Cape Town is hiring a Customer Support Analyst to assist Kindle Direct Publishing users. You will handle inquiries by email, phone and chat, resolve issues, and ensure fast, accurate guidance in a fast-paced environment.

The role emphasizes adherence to SLAs, collaboration with global teams, and opportunities to contribute to process improvements and internal documentation. Onsite work and a diverse, inclusive culture are highlighted.

Qualifications

• Fluent in English, both written and spoken.
• 1–2 years in a Customer Service or Contact Centre environment.
• High School Diploma or equivalent NQF qualification.
• Computer literacy (Excel, Word, PowerPoint, Outlook).

Responsibilities

• Provide primary level of support for KDP users via mail, phone and chat.
• Navigate accounts, research policies and communicate effective solutions within SLAs.
• Identify customer pain points and suggest process improvements.
• Develop and maintain internal documentation and training materials.

Skills

Fluent in English

Customer service exp

Education

High School Diploma or NQF

Job description

Kindle Direct Publishing is Amazon's e-book, paperback and hardcover publishing division launched in November 2007, concurrently with the first Amazon Kindle device. Amazon launched Kindle Direct Publishing (KDP) to be used by authors and publishers, to independently publish their books directly to the Kindle Store. We are a multi-language team providing global support while living the motto of “Work Hard. Have Fun. Make History”

*About the Role*

The Customer Support Analyst serves as the primary level of support for KDP users providing timely and accurate operational assistance. You will communicate with customers by mail, phone and chat while utilizing a variety of tools to navigate accounts, research, and review policies and communicate effective solutions in a fast-paced environment. A Customer Support Analyst is expected to address customer pain points, provide process improvements, and develop internal documentation, all while adhering to service level agreements for contact channels.

Basic qualifications

• Fluent in English
• 1-2 years of work experience in a Customer Service or Contact Centre environment
• High School Diploma OR relevant NQF level qualification
• Computer literacy (Excel, Word, PowerPoint, Outlook)

Preferred qualifications

• Previous Amazon Customer Service experience
• Comfort and experience with the use of technical and payment tools/systems
• Experience working with KPIs and SLAs
• Ability to work in teams where team members are in different locations and belong to different cultures.
• Ability to work in changing environment
• Flexibility to work shifts which includes overnight and weekends
• Prior experience in process improvement initiatives or Six Sigma

*This is an onsite role

BASIC QUALIFICATIONS

• High school or equivalent
• Speak, write, and read fluently in English

PREFERRED QUALIFICATIONS

• Experience solving problems related to customer queries or internal process issues

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.