Customer Service Specialist, Chinese, Publisher Support, Publisher Support

Customer Service Specialist, Chinese, Publisher Support

DESCRIPTION

Amazon's Kindle Content Customer Service team supports multiple Amazon publishing programs 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 sell 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 so 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 to create the best-in-class customer experience.

Key job responsibilities

1. Demonstrate timely, accurate, friendly, and professional Customer Service (CS) including clear written and oral communication
2. Meet or exceed quality and productivity goals assigned by management
3. Demonstrate an appropriate sense of urgency when resolving customer issues
4. Demonstrate knowledge and use of departmental resources, policies, and procedures
5. Effectively use available tools to provide an accurate response and an exceptional customer experience
6. Draft SOPs, references, policies, or blurbs to improve the customer experience and/or internal efficiency
7. Recognize and proactively communicate system issues, process issues, and customer feedback trends to management
8. Consistently improve content provider and customer experience by delivering superior customer support and advocating for content providers
9. Exceed customer expectations by going above and beyond
10. All other duties as assigned

BASIC QUALIFICATIONS

1. Fluent in Traditional Chinese and English language in written and verbal communication
2. Matric or equivalent
3. 1+ years customer service experience
4. Working knowledge of Microsoft Office Applications
5. Ability to navigate multiple computer systems and platforms

PREFERRED QUALIFICATIONS

1. Bachelor's Degree
2. 1 or more years of experience in CS
3. 2+ years previous experience in a customer service environment
4. Experience in digital media and knowledge of the publishing industry is a plus
5. Previous publishing experience advantageous
6. Strong attention to detail
7. Demonstrated ability to prioritize and multitask
8. Proficient in Outlook, MS Office applications, and CS systems
9. Excellent written and verbal communication skills, building relationships, and the ability to influence other teams to meet goals

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 that 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.