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.