Job Description

DESCRIPTION
The AbeBooks Customer Support (CS) team operates with a focus on Seller Success Operations (SSO). In SSO, we support sellers with technical issues related to inventory and order management, tax and compliance, processing orders, and maintaining their AbeBooks accounts.
The Customer Support Representative acts as the primary point of contact between AbeBooks and external sellers, providing email and phone support for their AbeBooks business. The successful candidate has an immediate, distinct effect on the AbeBooks customer experience. A Customer Support Representative is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment.
Key job responsibilities

• Provide prompt and efficient service to AbeBooks sellers by email and phone.

• Support sellers with technical issues related to inventory and order management including the escalation of issues when necessary through the appropriate channels.

• Provide sales tax, VAT and compliance support to sellers.

• Meet and maintain exceptional performance metrics such as quality, productivity and first contact resolution.

• Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channels including improvement suggestions.

BASIC QUALIFICATIONS

• B2 or above fluency in both written and verbal communication in English and French

• 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.

PREFERRED QUALIFICATIONS

• Experience troubleshooting technical systems with customers.

• Some knowledge of database tools.

• Experience in training, coaching or mentoring.

• Fluency in more than one language (German, Spanish, or Italian)

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.
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