Description

Customer Support Specialist - Kindle Direct Publishing (German-Speaking)

Overview:

Amazon's Kindle Direct Publishing (KDP) is a self-service publishing framework for publishing e-books to the Amazon Kindle store. The KDP Support Specialist will be the front line interface between Amazon and vendors/content publishers who use the KDP tool to upload content they want to put up for sale on the Kindle store. The KDP Support Specialist will serve as the primary support interface for vendors using the KDP system and ensure all their concerns are duly attended to such that the system works smoothly. Opportunities await strong candidates looking for a fast growing, dynamic, challenging, innovative, and fun work environment. This is a unique opportunity to be a part of a revolutionary product that will change the way people publish.

Key job responsibilities

• Process and respond to Emails, phone calls and chats received from publishers in German and English

• Investigate payment concerns brought up by English and German-speaking customers

• Demonstrate 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

Basic Qualifications

• B2 certification in German.

• Must be fluent in German and English in written and verbal communication

• 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 adequate 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

• At least 8 GB of RAM, with 3 GB available for Salesforce browser tabs

Preferred Qualifications

• Additional computer skills certifications in web technologies are preferable.

• Experience in a technical support process, especially for web- enabled software products or services is highly preferred.

• Experience in email customer service.

• Commanding verbal communication skills required. Must be able to interact with an external party like customers and suppliers comfortably.

• Adequate written communication skills. Should be able to understand a complex problem and draft a concise email response.

• Basic familiarity with web technologies and HTML is highly desirable.

• Adequate analytical skills required. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate.

• 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 preferred, not mandatory.