ADCI MAA
Customer Service, amazon customer service
KDPSupportAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“KDP Support Analyst at ADCI MAA. Skills: Customer support, Problem resolution. Process and respond to email, phone, and chat. Demonstrate clear and polite written and verbal communication”
What You'll Achieve.
Meet or exceed quality goals; Meet or exceed productivity goals; Meet or exceed time management goals
Industry & Context.
Troubleshoot; Research issues; Identify problems; Understand problems; Categorize issues; Document issues; Resolve issues
Work from office
What They're Looking For.
Must Have
1 year experience handling customer inquiries, Adequate communication skills, Computer navigation skills, Basic understanding of website/web browser and internet, Analytical skills, Research, replicate, categorize, and document customer issues, Use data and research to inform action/resolutions, High speed internet services
Nice to Have
Additional computer skills certifications, Experience in web-enabled software products or services, Understand complex problems and respond to authors, Basic familiarity with web technologies and HTML, Analytical skills required, Understand problems authors are facing, Categorize, document, and decide escalation, Detail-oriented and process-focused, Follow process and document interactions, College graduates
What You'll Do.
Process and respond to email
Demonstrate clear and polite written and verbal communication
Maintain a positive and professional demeanor
Meet or exceed quality
Follow all site performance and behavior expectations
Demonstrate sense of urgency for response times and
Follow company policies and processes
Use customer service tools and software to troubleshoot
Provide accurate response
Create exceptional customer experience
Escalate customer issues appropriately and timely
Proactively communicate system & process issues
Proactively strive to drive improvement to internal and
Contact appropriate teams for systemic issues
Follow processes and document research & interactions
How You'll Work.
Communication Scope
Written communication; Verbal communication
Full Job Description
Amazon's Kindle Direct Publishing (KDP) is an independent self-publishing service launched in November 2007, concurrently with the first Amazon Kindle device that allows authors of any level to engage millions of readers that shop on Amazon. The KDP Customer Support Analyst will be the front-line interface between Amazon and publishers/content providers who use the KDP's self-publishing platform to publish, market, and sell their content in Amazon's Kindle store. The KDP Customer Support Analyst will work towards ensuring all the concerns from the publishers are duly attended. Kindle Direct Publishing offers a team environment that thrives on innovation and excellence, and our staff is talented, and passionate about creating an exceptional customer experience. If you want to work for a team who delights customers, solves problems, and is the face of our company, then the KDP Customer Support Analyst role is the job for you! Key job responsibilities * Process and respond to email, phone, and chat contacts received from KDP website users * 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
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