Customer Service Associate

Summary:

This position supports Client's Kindle Direct Publishing (KDP), an independent self-publishing platform. You will collaborate with publishers and content providers through the KDP environment to ensure questions and concerns are fully addressed. The role is designed for people who thrive on innovation and high performance, with the goal of delivering an exceptional customer experience.

Job Responsibilities:

• Process and respond to customer inquiries received by email, phone, and chat from KDP website users.
• Provide clear, respectful written and verbal communication.
• Maintain a professional, positive attitude at all times.
• Consistently meet or exceed all quality, productivity, and time management targets.
• Comply with all site performance and behavioral standards established by management.
• Exhibit appropriate urgency to meet email response times and phone & chat service levels.
• Follow company policies and established processes to handle customer requests correctly.
• Use customer service tools and software to troubleshoot issues and deliver accurate responses.
• Escalate customer concerns appropriately and within required timeframes.
• Communicate system and process issues proactively.
• Work to improve internal and external processes that strengthen the customer experience.
• Engage the appropriate teams when systemic issues arise.
• Stay detail-oriented and process-driven, documenting research and customer interactions clearly and concisely.
• Be flexible to work shifts, including overnight hours and weekends.

Required Skills:

• At least 1 year of experience managing multiple direct customer inquiries through calls, chats, and/or emails.
• English fluency (C1 level) for speaking, writing, and reading.
• Strong proficiency in computer navigation, including basic understanding of using a website/web browser and the internet.
• Experience working with Microsoft Office products and applications.
• Ability to research, replicate, categorize, and document customer issues.

Education & Qualifications:

• Bachelor's degree or equivalent.