DESCRIPTION
Job summary
Start Date – 15 May 2022
Kindle Direct Publishing is Amazon’s e-book 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, and phone while utilizing a variety of tools to navigate accounts, research, 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.
This is not a virtual position. Due to the current COVID-19 regulations, if selected for this role, all necessary equipment will be provided for you to work from home. Once regulations are lifted, you will be required to continue working from our offices located in Gardens, Cape Town SA.
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
- Prior experience in process improvement initiatives or Six Sigma
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.
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.
