CS Specialist, trad. Chinese, Publisher Support at Amazon

Job Responsibilities

• Demonstrate timely, accurate, friendly and professional Customer Service (CS)
• Meet or exceed quality and productivity 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
• 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

BASIC QUALIFICATIONS

• Fluent in Traditional Chinese 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
• Fluent in Traditional Chinese and English language in written and verbal communication

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
• 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; deal with ambiguous situations
• Ability to work with technical and non-technical business owners to accomplish goals
• Experience in identifying opportunities to simplify and/or automate complex processes.
• Must be able to think creatively and possess strong analytical and problem solving skills. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate
• Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
• Identify lapses in communication between internal teams and work with those teams to ensure that Indie Publishing is not surprised about new product launches
• Ability to communicate effectively and act as an influencer and ambassador on behalf of Indie Publishing