Job Description

DESCRIPTION

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The AbeBooks Customer Support Team operates with multiple sites across the globe, in five languages: English, German, Spanish, Italian and French.




The Customer Support Associate acts as the primary interface between AbeBooks and external buyers and sellers, through email support. We support buyers during their pre and post-purchase experience and sellers through processing their customer orders and returns.



The successful candidate has an immediate, distinct impact on the AbeBooks customer experience. A Customer Support Associate is expected to address chronic system issues, provide process improvements, delight the customer in each interaction and contribute to a team environment.



Key job responsibilities

Provide prompt and efficient service to AbeBooks buyers and sellers by email Meet and maintain exceptional performance metrics such as quality, productivity and first contact resolution. Escalate internal and external issues when necessary through the appropriate channels. Actively seek solutions to simplify processes and improve the customer experience


A day in the life

Strong written and verbal communication skills with the ability to communicate effectively to a wide range of customer personas in a diverse environment. Demonstrated experience of at least 1 year in a front-line external facing role requiring email, voice or message board type of interactions with customers. Experience in a technical support process for web enabled software products or services. Strong prioritization and time management skills.


About the team

AbeBooks, an Amazon company, is a global online marketplace for books and collectibles, with hundreds of millions of new, used, rare and out-of-print books listed for sale by thousands of sellers.

BASIC QUALIFICATIONS

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6+ months of SDS Resolution Specialist experience Speak, write, and read fluently in English

PREFERRED QUALIFICATIONS

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Experience working with changing priorities and schedules


Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.