Customer Service Team Advisor, Kindle Direct Publishing at Amazon

Key Job Responsibilities

• Responds to Associate support requests in real time, providing education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible Publisher experience.
• Identifies Publisher and Associate success barriers, provides solutions, and drives change through business improvement initiatives.
• Drives opportunities for efficiency through daily floor observations.
• Serves as the second point of contact for all Publisher escalations.
• Conducts contact-related audits with associates and provides technical and process coaching to improve performance on individual contacts.
• Provides direction and coaching in relation to Real Time Management, schedule adherence, AUX coding, and lobby management.
• Maintains a positive and professional demeanor, always portraying the company and Publishers in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Liaise with other CS shared services teams or Amazon business teams as required to resolve Publisher’s issues and questions.

BASIC QUALIFICATIONS

• Fluent in English
• Minimum of 6+ months experience in KDP customer support
• KDP Tier 2 subject matter expertise
• Demonstrates the ability to identify waste and drive process improvements

PREFERRED QUALIFICATIONS

• Fosters a positive team environment and collaboration within the site.
• Approachable, cooperative, professional, and a team player. Easily gains the trust and support of Associates and peers.
• Demonstrates effective, clear and professional written and oral communication
• Enthusiasm and strong self-motivation to drive results
• Strong prioritization and time management skills, with a high degree of flexibility to embrace change
• Demonstrates appropriate sense of urgency and adaptability in response to changing business needs