KDP Customer Support Team Advisor

Job description

DESCRIPTION

Kindle Direct Publishing Team Advisor (Level 4)
Job Description
LOCATION – MAA
LANGUAGE REQUIREMENTS English

The KDP Team Advisor (TA) is an advocate for the perfect Publisher interaction. By serving as the first resolution point for KDP Associates, TAs will assist associates in diagnosing issues and propose solutions that will remove barriers to enable resolutions for Publishers. As a subject matter expert in KDP processes and specialties, TAs will educate Associates on process, tools, and standards in real-time. This role requires the ability to multi-task utilizing a wide variety of software tools to navigate accounts, research and review policies and communicate effective solutions.
The successful candidate will have a commitment to driving excellence in Associate and Publisher experience. They will have the ability to provide just in time coaching and corrective guidance with a focus on building self-sufficiency and accountability in the associate team. A strong record of customer focus and a keen interest in process improvement are key requirements for this role.

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.

PREFERRED QUALIFICATIONS

· Languages: English
· 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

Desired profile

BASIC QUALIFICATIONS

Basic Qualifications
· Languages: 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