Customer Support Associate - German, AbeBooks

The AbeBooks Customer Support (CS) team operates with a focus on Seller Support 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 German Customer Support Associate acts as the primary interface 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 Associate 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 appropriate 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.

A day in the life
* B2 or above fluency in both written and verbal communication and German 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.
* 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. * B2 or above fluency in both written and verbal communication and German 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.
* Experience in a technical support process for web enabled software products or services.
* Strong prioritization and time management skills.