Customer Support Associate
Kindle Direct Publishing offers a working 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 delight customers, solves problems, and want to be 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 establishing themselves as a department 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 ResponsibilitiesPhone and email communication with customersMeet or exceed the quality and productivity goals set by managementDemonstrate clear and polite written and oral communicationMaintain a positive and professional demeanor with customers at all timesDemonstrate an appropriate sense of urgency for email response times and phone service levelsFollow company policies and processes in order to process customer requests appropriatelyUse customer service tools in order to provide an accurate response and an exceptional customer experienceEscalate customer issues appropriately and correctlyProactively communicate system and process issues and customer feedback trends to managementExceed customer expectations by going above and beyondMust be able to work on site and remotely- and pass connectivity test 25mbps requiredMust have suitable work environment to receive customer phone callsFlexible Schedule (nights and weekends may be required)All other duties entrusted.
Estimated Salary: $20 to $28 per hour based on qualifications.
If you want to delight customers, solves problems, and want to be 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 establishing themselves as a department 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 ResponsibilitiesPhone and email communication with customersMeet or exceed the quality and productivity goals set by managementDemonstrate clear and polite written and oral communicationMaintain a positive and professional demeanor with customers at all timesDemonstrate an appropriate sense of urgency for email response times and phone service levelsFollow company policies and processes in order to process customer requests appropriatelyUse customer service tools in order to provide an accurate response and an exceptional customer experienceEscalate customer issues appropriately and correctlyProactively communicate system and process issues and customer feedback trends to managementExceed customer expectations by going above and beyondMust be able to work on site and remotely- and pass connectivity test 25mbps requiredMust have suitable work environment to receive customer phone callsFlexible Schedule (nights and weekends may be required)All other duties entrusted.
Estimated Salary: $20 to $28 per hour based on qualifications.
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