Experience Inc. Jobs

Description

• Do you love books and authors?

• Do you like challenging the status-quo?

• Do you want to lead transformative initiatives that make a tangible impact for Books Customers?

• Are you a customer-obsessed individual with a passion for solving problems and driving innovative solutions?

Key job responsibilities

• Demonstrate timely, accurate, friendly and professional Customer Service (CS)

• Meet or exceed performance 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 and account managers

• Consistently improve content provider and customer experience by delivering superior customer support, driving process improvement projects, and by relentlessly advocating for content providers

• Serve as the voice of the author and the business to make decisions to react to escalations and prevent future ones.

All other duties as assigned

Basic Qualifications

• KDP Customer Service Escalations Experience

• 1+ years at Amazon

• In good performance standing

• Proficient in Outlook, MS office applications, and Amazon CS systems

Preferred Qualifications

• Able to think creatively and possess strong analytical and problem solving skills

• Communication skills, both written and verbal.

• Detail oriented

• Demonstrated ability to prioritize and multitask

• Experience working with customers via email and over the phone.

• Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality.

• Experience in identifying opportunities to simplify and/or automating complex processes.

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.