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    Customer Service Specialist, TCN, Publisher Support - Cape Town, South Africa - Amazon Development Centre (South Africa) (Proprietary) Limited

    Amazon Development Centre (South Africa) (Proprietary) Limited
    Amazon Development Centre (South Africa) (Proprietary) Limited Cape Town, South Africa

    Found in: Talent ZA C2 - 1 day ago

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    Full time
    Description

    Amazon's Kindle Content Customer Service team supports multiple Amazon publishing program 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 put up for sale 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 such 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 so that we can create the best-in-class customer experience for them.


    The ideal candidate must be able to work at the strategic level and at the tactical level (managing customer experience, operations, analyzing data, and solving problems).

    We are seeking someone with a demonstrated history of successful vendor/account/customer relations, using customer insight and data to identify and prioritize opportunities.

    Key job responsibilities
    Demonstrate timely, accurate, friendly and professional Customer Service (CS) including clear written and oral communication in both English and Arabic

    Meet or exceed quality and productivity goals assigned by management

    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

    We are open to hiring candidates to work out of one of the following locations:

    Cape Town, ZAF

    BASIC QUALIFICATIONS
    Fluent in Arabic 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

    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

    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 who 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.

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