Customer Support Associate, AbeBooks

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

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

Preferred Qualifications

• Experience working with changing priorities and schedules

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