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

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