Customer Support Associate
Kindle Direct Publishing offers a team environment that thrives on innovation and excellence, and our staff is talented, energetic, and passionate about creating an exceptional customer experience.
If you want to work for a team who delights customers, solves problems, and is the face of our company, the Customer Support Associate (CSA) is the job for you!CSAs must build and maintain rapport with the customer by quickly earning trust and establishing themselves as a team of subject matter experts.
The successful CSA is able to identify the customer's problem, effectively communicate the resolution, and use judgment to escalate issues and report trends to stakeholders as needed.
The CSA will work as an internal liaison for all departments and must have a strong work ethic, a desire to succeed, and be a strong advocate for the customer.
Primary Responsibilities Phone and email communication with customers Meet or exceed the quality and productivity goals assigned by management Demonstrate clear and polite written and oral communication Maintain a positive and professional demeanor with customers at all times Demonstrate an appropriate sense of urgency for email response times and phone service levels Follow company policies and processes in order to process customer requests appropriately Use customer service tools in order to provide an accurate response and an exceptional customer experience Escalate customer issues appropriately and correctly Proactively communicate system and process issues and customer feedback trends to management Exceed customer expectations by going above and beyond Must be able to work on site and remotely- and pass connectivity test 25mbps required Must have quiet work environment to take customer phone calls Flexible Schedule (nights and weekends may be required) All other duties assigned.
Estimated Salary: $20 to $28 per hour based on qualifications.
If you want to work for a team who delights customers, solves problems, and is the face of our company, the Customer Support Associate (CSA) is the job for you!CSAs must build and maintain rapport with the customer by quickly earning trust and establishing themselves as a team of subject matter experts.
The successful CSA is able to identify the customer's problem, effectively communicate the resolution, and use judgment to escalate issues and report trends to stakeholders as needed.
The CSA will work as an internal liaison for all departments and must have a strong work ethic, a desire to succeed, and be a strong advocate for the customer.
Primary Responsibilities Phone and email communication with customers Meet or exceed the quality and productivity goals assigned by management Demonstrate clear and polite written and oral communication Maintain a positive and professional demeanor with customers at all times Demonstrate an appropriate sense of urgency for email response times and phone service levels Follow company policies and processes in order to process customer requests appropriately Use customer service tools in order to provide an accurate response and an exceptional customer experience Escalate customer issues appropriately and correctly Proactively communicate system and process issues and customer feedback trends to management Exceed customer expectations by going above and beyond Must be able to work on site and remotely- and pass connectivity test 25mbps required Must have quiet work environment to take customer phone calls Flexible Schedule (nights and weekends may be required) All other duties assigned.
Estimated Salary: $20 to $28 per hour based on qualifications.
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