Description

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

The Italian 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

• B2 or above fluency in both written and verbal communication and Italian 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.

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

Basic Qualifications

• B2 or above fluency in both written and verbal communication and Italian 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.

Preferred Qualifications

• Experience troubleshooting with customers

• Experience in training, coaching or mentoring

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