Description Kindle Direct Publishing is Amazon's e-book publishing division launched in November 2007, concurrently with the first Amazon Kindle device. Amazon launched Kindle Direct Publishing (KDP) to be used by authors and publishers, to independently publish their books directly to the Kindle Store. We are a multi-language team providing global support while living the motto of “Work Hard. Have Fun. Make History” Key job responsibilities The Customer Support Analyst serves as the primary level of support for KDP users providing timely and accurate operational assistance. You will communicate with customers by mail, chat and phone while utilizing a variety of tools to navigate accounts, research, and review policies and communicate effective solutions in a fast-paced environment. A Customer Support Analyst is expected to address customer pain points, provide process improvements, and develop internal documentation, all while adhering to service level agreements for contact channels. Basic Qualifications • Fluent in English and German, both written and verbal. • 1-2 years of work experience in a Customer Service or Contact Centre environment • High School Diploma OR relevant NQF level qualification • Computer literacy (Excel, Word, PowerPoint, Outlook) Preferred Qualifications • Previous Amazon Customer Service experience • Comfort and experience with the use of technical and payment tools/systems • Experience working with KPIs and SLAs • Ability to work in teams where team members are in different locations and belong to different cultures. • Ability to work in changing environment • Flexibility to work shifts which includes overnight and weekends • Prior experience in process improvement initiatives or Six Sigma Amazon 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.