Author Central Resolution Specialist (Portuguese), Author Central
Heredia, CRI
hace 4 días

Position Overview

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 Analyst 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.

Position Responsibilities

  • Process and Respond to email and / or phone contacts received from Author Central website users.
  • Demonstrate clear written and verbal communication
  • Maintain a positive and professional demeanor with customers at all times
  • Follow company policies and processes in order to process customer requests appropriately
  • Escalate customer issues appropriately and correctly
  • Proactively communicate system and process issues and customer feedback trends to management
  • Route issues and bugs that need engineering expertise to the development teams
  • Demonstrate an appropriate sense of urgency for email response times and phone service levels
  • Use customer service tools in order to provide an accurate response and an exceptional customer experience
  • 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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