Customer Success Agent

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 includes 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 Customer Success Agent, you will support AbeBooks buyers and sellers by offering them fast, educated and innovative solutions to their issues & concerns. Your seller and buyer support efforts will primarily be conducted via phone and email and occasionally through online remote assistance. Buyer support will range from non-technical inquiries about placing orders, shipping rates & tracking information, to walking them through the steps of updating their credit card details online. Seller support is where you'll get an opportunity to exercise your natural desire to innovate and troubleshoot technical issues that are preventing sellers from successfully selling on the site. You will support sellers by building customized inventory management solutions that will allow them to efficiently list their inventory with minimal effort and high accuracy. You will proactively educate sellers on how they can be successful selling on AbeBooks and make recommendations directly. In this role, you will work on a Global team of Customer Success Representatives located in Canada, Germany, UK and South Africa and will be an escalation point for specific use cases. In addition to handling inbound support requests from buyers and sellers, you will also participate in outbound call campaigns.

About You
You are a highly motivated, technically inclined self-starter with a passion to succeed. You have a strong aptitude for learning new technology and can quickly apply what you've learned. You challenge the status quo and drive process improvements that lead to increased efficiency and a better customer experience. You write, speak and present information effectively and clearly and adjust your tone and language to your audience. You are an effective listener and problem solver and have a high attention to detail. You thrive in a team environment, have a strong passion for people and enjoy solution based problem solving in an ambiguous environment. You can quickly pivot between talking technical with a bookseller to showing empathy while walking a buyer through even the most simple of tasks. You will be empowered to dive deep and think big to provide creative solutions to challenging problems, and demonstrate resourcefulness and understanding in creating positive customer experiences.

Why AbeBooks?
AbeBooks offers competitive salaries, a generous benefits package, paid personal development days and a beautiful waterfront office space, as well as bonus perks such as free drinks, snacks and numerous events throughout the year hosted by our Social Committee! Last but not the least, you will be surrounded by smart and approachable colleagues, all while living in beautiful Victoria, British Columbia.

Desired profile

BASIC QUALIFICATIONS

· High school diploma, GED or higher.
· Two or more years' experience in a customer service/support role.
· High level of computer literacy :
· Minimum typing speed of 50wpm.
· Strong understanding of Microsoft Office Tools – Excel, Word, Powerpoint, etc.
· Strong analytical, investigative and problem solving skills.
· Strong teamwork skills in conjunction with utilizing your own initiative.
· Innovative and creative in finding solutions/ designing improved methods, systems and processes.
· Some knowledge of SQL
· Basic working knowledge of the following:
· HTML
· XML
· JavaScript
· API web services