Customer Service Specialist, TCN, Publisher Support
Amazon
- Cape Town, Western Cape
- Permanent
- Full-time
We are seeking a driven, experienced professional to work directly with a specialized segment of content providers. The CS Specialist will play a critical role by working directly with publishers while learning from them so that we can create the best-in-class customer experience for them.The ideal candidate must be able to work at the strategic level and at the tactical level (managing customer experience, operations, analyzing data, and solving problems). We are seeking someone with a demonstrated history of successful vendor/account/customer relations, using customer insight and data to identify and prioritize opportunities.Key job responsibilities
Demonstrate timely, accurate, friendly and professional Customer Service (CS) including clear written and oral communication in both English and ArabicMeet or exceed quality and productivity goals assigned by managementDemonstrate an appropriate sense of urgency when resolving customer issuesDemonstrate knowledge and use of departmental resources, policies and proceduresEffectively use available tools in order to provide an accurate response and an exceptional customer experienceDraft SOPs, references, policies or blurbs to improve the customer experience and/or internal efficiencyRecognize and pro-actively communicate system issues, process issues, and customer feedback trends to managementConsistently improve content provider and customer experience by delivering superior customer support, and by relentlessly advocating for content providersExceed customer expectations by going above and beyondAll other duties as assignedWe are open to hiring candidates to work out of one of the following locations:Cape Town, ZAFBASIC QUALIFICATIONSFluent in Arabic and English language in written and verbal communication
Matric or equivalent
1+ years customer service experience
Working knowledge of Microsoft Office Applications
Ability to navigate multiple computer systems and platformsPREFERRED QUALIFICATIONSBachelor's Degree
1 or more years of experience in CS
2+ years previous experience in a customer service environment
Experience in digital media and knowledge of the publishing industry is a plus
Previous publishing experience advantageous.
Strong attention to detail
Demonstrated ability to prioritize and multitask
Proficient in Outlook, MS office applications, and CS systems
Excellent written and verbal communication skills, building relationships, and the ability to influence other teams to meet goalsAmazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.