KDP Support Analyst, Books (Variable)
- Amazon
- 1 - 6 years
- Hyderabad
- 1 month ago
- Email to a friend
- Report this job
Job Description
Process and respond to email, phone, and chat contacts received from KDP website usersDemonstrate 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 Speak, write, and read fluently in English
Should be willing to work from the office as VCC is not available.
Minimum of 1 year experience handling multiple forms of direct customer inquiries via calls, chats and/or emails.
Adequate communication skills.
Proven ability to provide high quality customer service in a fast-changing environment by developing personalized responses for publisher questions.
Must possess computer navigation skills, along with a basic understanding on how to use a website/web browser and the internet.
Must possess analytical skills
Must be able to research, replicate, categorize, and document customer issues to identify & understand their problems.
Must have a proven ability to use data and research to inform the best course of action and/or possible resolutions
Must have high speed internet services that comply with the below recommendation:
An Octane 2.0 score of 30,000 or greater
Network latency of 150 ms or less
Download speed of 3 Mbps or greater 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 escalate 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.
Job Classification
Industry: InternetFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Non Voice - OtherEmployement Type: Full timeContact Details:
Company: AmazonLocation(s): Hyderabad
Keyskills: Analytical skills Publishing Web technologies Time management customer support analyst HTML Customer service Customer experience Troubleshooting Recruitment
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