KDP Support Analyst - Kindle Direct Publishing
AmazonCape Town, Western Cape, South Africa
About this opportunity
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 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.
*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 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.
Before you apply
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