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Author Central Specialist, FR

Author Central Specialist, FR

Job ID 
ZA-Cape Town
Posted Date 
Amazon Development Centre (South Africa) (Proprietary) Limited
Position Category 
Customer Service
Recruiting Team 

Job Description

Author Central allows verified authors to create an account where they can claim their titles and add rich content that will appear on a customer-facing Author page. Author pages link to their books' Detail pages, and vice versa. The Author Central Specialist will be the front line interface between Amazon and authors. Opportunities await strong candidates looking for a fast growing, dynamic, challenging, innovative, and fun work environment.

Basic Qualifications

  • Basic Qualifications
    • 1+ Years of experience in email support-based customer service.
    • Fluency in written and spoken French/English.
    • Process and respond to emails received from authors.
    • Route legitimate payment concerns to Accounts Payable.
    • Reprocess stuck books through the system.
    • Route issues and bugs that need engineering expertise to the development teams.
    • Remove content as it is identified by the QA team.
    • Notify vendors that their content has been removed.
    • Maintain and improve a knowledge base with unique vendor requests and their solutions.
    • Work on developing canned responses for common questions.
    • Work with operations manager in documenting process flows.

Preferred Qualifications

  • Additional computer skills certifications in web technologies are preferable.
  • Demonstrated experience of at least 1-2 years in a front line external (customer or supplier) facing role requiring email, voice or message board type of interactions with customers/external parties.
  • Experience in a technical support process, especially for web-enabled software products or services is highly preferred.
  • Experience in emails and international phone customer service
  • Excellent written and verbal communication skills required. Must be able to interact with external parties like customers and suppliers comfortably.
  • Should be able to understand a complex problem and respond to publishers.
  • Basic familiarity with web technologies and html is highly desirable.
  • Strong analytical skills required. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate.
  • Detail-oriented and process-focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner.

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