Customer Service Specialist for Amazon | onsite CT
BASIC QUALIFICATIONS
Fluent in Arabic and English language in written and verbal communication
Matric or equivalent
1+ years customer service experience
Working knowledge of Microsoft Office Applications
Ability to navigate multiple computer systems and platforms
DESCRIPTION
Amazon’s Kindle Content Customer Service team supports multiple Amazon publishing program that provide self-service tools for publishing e-books and printed 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.
We are seeking a driven, experienced professional to work directly with a specialized segment of content providers. The CS Specialist will play a critical role by working directly with 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.
Key job responsibilities
- Demonstrate timely, accurate, friendly and professional Customer Service (CS) including clear written and oral communication in both English and Arabic
- Meet or exceed quality and productivity goals assigned by management
- 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
- All other duties as assigned
- We are open to hiring candidates to work out of one of the following locations:
- Cape Town, ZAF
PREFERRED QUALIFICATIONS
- Bachelor’s Degree
- 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.
- Strong attention to detail
- Demonstrated ability to prioritize and multitask
- Proficient in Outlook, MS office applications, and CS systems
- Excellent written and verbal communication skills, building relationships, and the ability to influence other teams to meet goals
