Are you a customer-obsessed individual with a passion for solving problems and driving an innovative and fast growing business?
Amazon’s Kindle Content Customer Service team supports multiple Amazon publishing program that provide self-service tools for publishing e-books and print books.
The CS Specialist will be the front line interface between Amazon and the content providers who use these tools to upload content they want to put up for sale on the Kindle store.
The CS Specialist will serve as the primary support interface for customers using the 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 read.
We are seeking a driven, experienced professional to work directly with a specialized segment of authors and content providers.
The CS Specialist will play a critical role by working directly with authors / publishers while learning from them so that we can create the best-in-class customer experience for them.
The ideal candidate must be able to work at the strategic level and at the tactical level (managing customer experience, operations, analyzing data, and solving problems).
We are seeking someone with a demonstrated history of successful vendor / account / customer relations, using customer insight and data to identify and prioritize opportunities.
Flexibility and the ability to prioritize in a changing business environment will be a key to success. Our team culture is goal-oriented, collaborative and driven to achieve results.
We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.
Job Responsibilities :
Demonstrate timely, accurate, friendly and professional Customer Service (CS)
Meet or exceed quality and productivity goals assigned by management
Demonstrate clear written and oral communication
Demonstrate an appropriate sense of urgency when resolving customer issues
Demonstrate knowledge and use of departmental resources, policies and procedures
Effectively use available tools in order to provide an accurate response and an exceptional customer experience
Draft SOPs, references, policies or blurbs to improve the customer experience and / or internal efficiency
Recognize and pro-actively communicate system issues, process issues, and customer feedback trends to management
Consistently improve content provider and customer experience by delivering superior customer support, and by relentlessly advocating for content providers
Exceed customer expectations by going above and beyond
Work with developers, product and program owners and escalate customer feedback to these teams.
All other duties as assigned
Fluent in Traditional Chinese language in written and verbal communication
1+ years customer service experience
Proficient in Outlook, MS office applications, and CS systems
Ability to navigate multiple computer systems and platforms
Strong attention to detail
Experience working with customers via email and over the phone.
Experience in identifying opportunities to simplify and / or automate complex processes.
Demonstrated ability to prioritize and multitask
Must be able to think creatively and possess strong analytical and problem solving skills. 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
1 or more years of experience in CS
2+ years previous experience in a customer service environment
Experience in digital media and knowledge of the publishing industry is a plus
Previous publishing experience advantageous.
Excellent written and verbal communication skills, building relationships, and the ability to influence other teams to meet goals
Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality;
deal with ambiguous situations
Ability to work with technical and non-technical business owners to accomplish goals
Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
Identify lapses in communication between internal teams and work with those teams to ensure that Indie Publishing is not surprised about new product launches
Ability to communicate effectively and act as an influencer and ambassador on behalf of Publishers.