Key job responsibilities
* Process and respond to email, phone, and chat contacts received from KDP website users
* Demonstrate clear and polite written and verbal communication
* Maintain a positive and professional demeanor at all times
* Meet or exceed all quality, productivity, and time management goals as set by management.
* Follow all site performance and behavior expectations as outlined by management.
* Demonstrate an appropriate sense of urgency for email response times and phone & chat service levels
* Follow company policies and processes in order to process customer requests appropriately
* Use customer service tools and software to troubleshoot, provide an accurate response, and create an exceptional customer experience
* Escalate customer issues appropriately and in a timely manner
* Proactively communicate system & process issues
* Proactively strive to drive improvement to the internal and external processes to enhance the customer experience
* Contact appropriate teams as needed for systemic issues
* Detail oriented and process focused. Must be able to follow processes and document research & interactions in clear and concise manner.
* Flexibility to work shifts including overnight and weekends
Basic qualifications
- Speak, write, and read fluently in English- Should be willing to work from the office as VCC is not available.
- Minimum of 1 year experience handling multiple forms of direct customer inquiries via calls, chats and/or emails.
- Adequate communication skills.
- Proven ability to provide high quality customer service in a fast-changing environment by developing personalized responses for publisher questions.
- Must possess computer navigation skills, along with a basic understanding on how to use a website/web browser and the internet.
- Must possess analytical skills
- Must be able to research, replicate, categorize, and document customer issues to identify & understand their problems.
- Must have a proven ability to use data and research to inform the best course of action and/or possible resolutions
- Must have high speed internet services that comply with the below recommendation:
- An Octane 2.0 score of 30,000 or greater
- Network latency of 150 ms or less
- Download speed of 3 Mbps or greater
Preferred qualifications
- Additional computer skills certifications in web technologies are preferable.- Experience in web-enabled software products or services is highly preferred.
- Should be able to understand a complex problem and respond to authors.
- Basic familiarity with web technologies and HTML is highly desirable.
- Analytical skills required. Must be able to understand problems that authors are facing, categorize, document, and decide when and to whom to escalate them.
- Detail-oriented and process-focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner.
- College graduates.
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