CS Associate (Italian), AbeBooks at Amazon

As a Customer Support Agent (CSA), you will support AbeBooks buyers email, by offering them fast, and educated solutions to their issues. Buyers inquire about ordering books online, initiating returns, obtaining tracking information, and a variety of other transactional issues. You will perform investigations and resolve issues using established procedures and guidelines, and will provide feedback on processes when you see an opportunity to improve the customer experience.

You are an enthusiastic team player with a strong technical aptitude, and excellent written and verbal communication skills. You demonstrate a high level of productivity and quality in evaluating, prioritizing and resolving a high number of incoming customer requests via e-mail. You are obsessed with the customer and aren’t afraid to question current process when you think there’s a way to improve the customer experience. You continually seek opportunities to increase customer satisfaction and your own productivity. You are a proven self-starter who takes initiative and thrives in a fast paced environment while finding new way to contribute during slower periods. You are great at taking feedback and using it to improve your skills and grow your career.

Basic Qualifications

• High School Diploma or equivalent
• Minimum 1 year evidencing exceptional customer service
• Fluent in Italian and English verbal and written communication
• Familiarity with Desktop Computing: Windows PC’s, Outlook Email, Web Browsers and the Internet
• Good comprehension skills -- ability to clearly understand and relate to the issues customers raise
• Good composition skills-- ability to compose a grammatically correct, concise, and accurate written response
• Customer orientation and ability to adapt/respond to different types of characters
• Effective problem solving skills
• Ability to approach problems logically
• Ability to demonstrate learning and decision making skills
• A natural ability to building rapport
• Ability to multi-task, prioritize and manage time effectively