Job Summary DESCRIPTION AbeBooks, an Amazon company, connects millions of buyers with booksellers from around the world. We provide a marketplace for hundreds of millions of items that includes everything from exquisite manuscripts and long lost books from your childhood, to postcards from Mohandas Gandhi and signed first editions of “A Farewell to Arms.” 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 Due to the temporary virtual nature of the position Amazon requires candidates to meet the Amazon internet requirements which is to have a dedicated 10MB Uncapped Fiber line (LTE lines are not eligible for this role). Candidates should also have a suitable work from home environment or dedicated work space at home. Preferred Qualifications Fluent in Italian and English verbal and written communication Ability to resolve 15 to 25 customer emails or live chats per hour Strong communication skills, written. Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae. Company - Amazon Dev Centre South Africa Job ID: A2033101
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