Experienced Customer Support Associate for AbeBooks – Spanish Language Expertise Required for Vendor Support Tasks

Introduction to AbeBooks and Amazon

AbeBooks, an Amazon company, is a global online marketplace for books and collectibles, with millions of new, used, rare, and out-of-print books listed for sale by thousands of sellers. As a leader in the e-commerce industry, Amazon is committed to providing exceptional customer experiences, and AbeBooks is no exception. We are seeking a highly skilled and dedicated Customer Support Associate to join our team, focusing on Vendor Support Tasks (SSO) and providing top-notch support to our external merchants.

Job Overview

The successful candidate will act as the primary point of contact between AbeBooks and external merchants, offering email and phone support for their AbeBooks business. This role requires a strong understanding of the Spanish language, both written and verbal, as well as excellent communication and problem-solving skills. As a Customer Support Associate, you will have a direct and significant impact on the AbeBooks customer experience, addressing ongoing system issues, providing process improvements, and contributing to a team-oriented environment.

Key Responsibilities

• Provide prompt and efficient support to AbeBooks merchants via email and phone, ensuring timely resolution of issues and concerns.
• Assist merchants with technical issues related to inventory and order management, including the appropriate escalation of issues when necessary through the proper channels.
• Offer sales tax, compliance, and other related support to merchants, ensuring they have the necessary tools and resources to succeed on the platform.
• Meet and maintain outstanding performance metrics, such as quality, productivity, and first contact resolution, to ensure the highest level of customer satisfaction.
• Effectively seek solutions through analytical thinking and data analysis skills, identifying patterns and trends to inform process improvements and recommendations.

A Day in the Life

As a Customer Support Associate, your day will be filled with a variety of tasks and challenges. You will work closely with external merchants, addressing their concerns and providing support via email and phone. You will also collaborate with internal teams to resolve issues, improve processes, and contribute to the overall success of the AbeBooks platform. Your strong prioritization and time management skills will enable you to efficiently manage your workload, meet performance metrics, and maintain a high level of customer satisfaction.

Essential Qualifications

• B2 or above proficiency in both written and verbal communication in Spanish, as well as English.
• Solid written and verbal communication skills, with the ability to effectively communicate with a diverse range of client personas in a fast-paced environment.
• Proven experience of at least 1 year in a front-line, external-facing role requiring email, voice, or message board-type interactions with clients.
• Experience in a technical support process for web-enabled software products or services.
• Strong prioritization and time management skills, with the ability to work efficiently in a dynamic environment.

Preferred Qualifications

• Experience investigating technical systems with clients, with a strong understanding of technical concepts and terminology.
• Some knowledge of database tools, with the ability to analyze and interpret data to inform process improvements.
• Experience in training, coaching, or mentoring, with a passion for sharing knowledge and expertise with others.
• Proficiency in more than one language (German, French, or Italian), with a desire to work in a multilingual environment.

Career Growth Opportunities and Learning Benefits

At AbeBooks and Amazon, we are committed to the growth and development of our employees. As a Customer Support Associate, you will have access to a wide range of training and development opportunities, including technical skills training, leadership development programs, and mentorship initiatives. You will also have the opportunity to work with a talented and diverse team of professionals, sharing knowledge and expertise to drive success and innovation.

Work Environment and Company Culture

AbeBooks and Amazon offer a dynamic and supportive work environment, with a strong focus on collaboration, innovation, and customer obsession. Our company culture is built on a foundation of trust, respect, and open communication, with a commitment to diversity, equity, and inclusion. We are proud to be an equal opportunities employer, welcoming applications from talented and motivated individuals from all backgrounds and perspectives.

Compensation, Perks, and Benefits

We offer a competitive salary range of $70-$80 per year, as well as a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. You will also have access to a wide range of perks and benefits, including employee discounts, on-site fitness classes, and a dynamic, collaborative work environment.

Conclusion

If you are a motivated and talented individual with a passion for customer support, technical problem-solving, and language expertise, we encourage you to apply for this exciting opportunity. As a Customer Support Associate at AbeBooks, you will have the chance to make a real difference in the lives of our customers, while developing your skills and expertise in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and contribute to the success of AbeBooks and Amazon.

How to Apply

To apply for this role, please follow these steps:

• Read the official notification carefully from the official website.
• Fill out the application form, attaching the required documents and a passport-sized photo with your signature.
• Submit your application, and our recruitment team will be in touch to discuss your qualifications and experience further.

Don't wait – apply today to join our team as a Customer Support Associate and start your journey with AbeBooks and Amazon!