Customer Service, Arabic, Publisher Support

hace 3 días

Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Bachelor’s Degree
- 1+ years customer service experience
- Working knowledge of Microsoft Office Applications
- Ability to navigate multiple computer systems and platforms
- Strong attention to detail
- Excellent English and Arabic written and verbal communication skills
- Experience in identifying opportunities to simplify and/or automate complex processes.
- Must be able to think creatively and possess strong analytical and problem-solving skills. 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

Are you a customer-obsessed individual with a passion for solving problems and driving an innovative and fast-growing business?

**Overview**:
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.

Flexibility and the ability to prioritize in a changing business environment will be a key to success. Our team culture is goal-oriented, collaborative and driven to achieve results. We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.

Key job responsibilities
- Demonstrate timely, accurate, friendly and professional Customer Service (CS)
- Meet or exceed quality and productivity goals assigned by management
- Demonstrate clear written and oral communication
- Demonstrate an appropriate sense of urgency when resolving customer issues
- Demonstrate knowledge and use of departmental resources, policies and procedures
- Effectively use available tools in order to provide an accurate response and an exceptional customer experience
- Draft SOPs, references, policies or blurbs to improve the customer experience and/or internal efficiency
- Recognize and pro-actively communicate system issues, process issues, and customer feedback trends to management
- Consistently improve content provider and customer experience by delivering superior customer support, and by relentlessly advocating for content providers
- Exceed customer expectations by going above and beyond
- All other duties as assigned
- 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.
- Demonstrated ability to prioritize and multitask
- Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality; deal with ambiguous situations
- Ability to work with technical and non-technical business owners to accomplish goals
- Identify lapses in communication between internal teams and work with those teams to ensure that the Books department is not surprised about new product launches
- Ability to communicate effectively and act as an influencer and ambassador on behalf of Books.

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