The AbeBooks Customer Support Team operates with multiple sites across the globe, in five languages: English, German, Spanish, Italian and French. In CS, we support buyers with issues related to order processing and tracking, tax and regulatory guidance, account support from creation to troubleshooting access issues and sellers issues related to customer orders, returns and refunds.
The Customer Support Associate acts as the primary point of contact between AbeBooks and external buyers and sellers, through email and phone support. 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 and phone.
• Provide support to buyers experiencing problems with their orders.
• Support buyers with account related challenges.
• Support sellers through processing their customer orders and returns.
• 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
• B2 or above fluency in both written and verbal communication in English and another supported language
• 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.
• 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. • B2 or above fluency in both written and verbal communication in English and another supported language
• 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.
• Strong prioritization and time management skills.
• Experience troubleshooting with customers
• Strong analytical skills to identify patterns and suggest process improvements
• Experience in training, coaching or mentoring
• Fluency in more than one language (German, Spanish, French or Italian)
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.
