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ECR Specialist – Kindle Direct Publishing at Amazon.com in Seattle, US


This is a Full-Time position in Seattle posted Feb 07.

ECR Specialist – Kindle Direct Publishing

Seattle Washington

Description: Amazon.comneed a ECR Specialist – Kindle Direct Publishing immediately starts from Thu, 07 Feb 2013 07:44:52 GMT, this position will be placed in Washington.

For more detail information about this job vacancy please read the description below. If interested in this position, please email us your resume, along with salary requirements and a cover letter to Amazon.com starts from Thu, 07 Feb 2013 07:44:52 GMT.

Job Description

At Amazon, innovation drives growth and enables us to offer our customers more types of products, more conveniently, and at even lower prices. Amazon Kindle is a revolutionary reading device and one of the most innovative businesses at Amazon. We envision wireless electronic reading experiences that embrace a physical book’s simplicity and utility but take advantage of our store platform and the Kindle’s ubiquitous wireless connectivity. Our vision for Kindle is to have every book, ever written, in every language all available in less than 60 seconds.

The Amazon Kindle team is seeking an Executive Customer Relations (ECR) Specialist to support authors and self publishers. This is an exciting opportunity to help solve and troubleshoot publishing issues with authors and publishers while helping improve the overall Kindle Direct Publishing (KDP) experience.

The ECR Specialist will:

  • Respond to author or publisher escalations directed to Amazon corporate executives, KDP leadership team members or through social media.
  • Respond to author or publisher complaints filed with the Better Business Bureau, Attorney General Office and similar consumer protection agencies on behalf of KDP.
  • Resolve email contacts in both Customer Service Central (CSC) and outlook within established quality and service level goals.
  • Drive root cause analysis of top level escalations through the Correction of Errors (COE) process.
  • Objectively handle highly sensitive situations with integrity and discretion.
  • Recognize system, quality, and process concerns contributing to poor author and publisher experiences and share with KDP leadership.
  • Work cross-functionally with Kindle teams to identify root causes and drive process improvements to customer facing issues.
  • Monitor community forums and engage publishers as appropriate.
  • Contribute to contact quality improvement processes through contact review sessions.¬¬
  • Serve as an escalation path and mentor for KDP team members.
  • Serve as specialty resource to the business to help guide decisions in the best direction for our customers.
  • Communicate effectively with other departments in researching complaints and acting as a CS resource.

Basic Qualifications

Basic Qualifications:

  • 3+ years of handling escalated customer contacts
  • Experience managing small projects and driving process improvements
  • Bachelor’s degree

Preferred Qualifications

Preferred Qualifications:
Must be able to think creatively and possess strong analytical and problem solving skills Strong attention to detail and excellent written and oral communication skills required Ability to multi-task and make tough decisions in a fast paced environment Ability to work with technical and non-technical business owners to get things done Experience working in startup and internet technologies High level of computer navigation skills

Date Posted

Thu, 07 Feb 2013 07:44:52 GMT




Seattle, WA

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