KDP Support Analyst - Kindle Direct Publishing

Amazon Inc.; Cape Town; Sur place; ZAR 190 000 - 270 000; Plein temps

Résumé du poste

Amazon Inc. in Cape Town is hiring a Customer Support Analyst for Kindle Direct Publishing. You will assist KDP users by email, phone and chat, resolving issues and sharing best practices to meet service levels. You will help improve processes and document solutions for the team.

The role requires strong English, 1–2 years in customer service, and a high school diploma or equivalent. This is an onsite position in a diverse, fast-paced environment.

Qualifications

• Fluent in English with strong communication skills.
• 1–2 years of work experience in customer service or contact centre.
• High School Diploma or equivalent educational qualification.

Responsabilités

• Serve as the primary level of support for KDP users via mail, phone and chat.
• Navigate accounts, research policies and provide effective solutions within SLAs.
• Address customer pain points and contribute to process improvements.
• Develop internal documentation to improve support workflows.

Connaissances

Fluent English

Customer service experience

High school diploma or equivalent

Formation

High School Diploma or equivalent

Outils

MS Office

Description du poste

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. 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.