Customer Success Agent, Germany (Full-time)

Job description

DESCRIPTION

About Us

AbeBooks is an online marketplace for books, art, and collectibles that spans the world from Amarillo to Zurich. We provide a marketplace for hundreds of millions of items that include everything from exquisite manuscripts and 18th century maps to postcards from Mohandas Gandhi and signed first editions of “A Farewell to Arms.”

About the Role

As a Seller Success Agent, you will be the primary interface between AbeBooks and our sellers. You will be responsible for providing timely and accurate operational support. You will communicate with customers by e-mail, and phone while utilizing a variety of tools to navigate accounts, research, and review policies and communicate effective solutions, in a fast-paced environment. You will handle reactive inbound contacts, and also conduct outbound campaigns that are aimed to educate sellers, help improve their success on AbeBooks. A Seller Success Agent is expected to address customer pain points, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for contact channels. Depending on the contact volume, you may also be expected to support AbeBooks buyers.

Beyond directly supporting sellers and buyers, you will be expected to learn more about the AbeBooks business by growing your impact by specializing in one of the following areas:
- Communications
- Content writing
- Training, coaching, quality management
- Advanced technical support
- Online fraud prevention

About You:

You enjoy working with customers. You are an enthusiastic team player with 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 and telephone. You are obsessed with the customer and aren't afraid to question the current process when you think there's a way to improve the customer experience. You continually seek opportunities to increase customer satisfaction and performance. You are a proven self-starter who takes initiative and thrives in a fast paced environment while finding new ways to contribute during slower periods.

Why AbeBooks?

AbeBooks offers competitive salaries, a generous benefits package, paid personal development days, as well as bonus perks such as free drinks, snacks and numerous events throughout the year. Last but not the least, you will be surrounded by smart and approachable colleagues.

Desired profile

BASIC QUALIFICATIONS

· German at a native speaker level
· Fluency in English
· 2+ years of customer service/support role
· Minimum typing speed of 65 WPM
· Exceptional communication skills, oral and written ability to clearly and concisely communicate in various situations, both internal and external
· Demonstrated desire to expand skills into new areas
· Process improvement awareness and experience
· Strong prioritization and time management skills, with a high degree of flexibility
· High school diploma, GED or higher