Csna Audible Associate

Job Description: Audible (www.audible.comhttp://www.audible.com/), a wholly owned subsidiary of Amazon.com located in Newark NJ, is the Internet’s leading provider of spoken audio programming – including books of any genre, magazines, radio shows, daily newspapers, and more. Titles downloaded from Audible are compatible with hundreds of mobile devices, including the Apple® iPod®. Audible prides itself on providing listening experiences that enhance the commute, working out at the gym, or simply relaxing at home.
Our customer sales and support team is looking for friendly, cheerful people answer phones, chats and emails to address our customer inquiries. General computer/internet skills required. Help desk/technical and sales skills a plus. Formal training for the position will be provided.
Key Accountabilities:
- Answering telephone calls, chats and email inquiries from customers while promoting/selling Audible’s products and services.
- Responsible for researching and resolving complaints to ensure customer satisfaction.
- Responsible for improving customer retention through programs and services provided to the customer.
- Processing orders, addressing billing questions, and resolving technical issues.
- Continually maintain working knowledge of all company products, services and promotions.
- Working in a fast paced and constantly changing environment

Basic Qualifications:
- Proficient person computer skills, basic tech knowledge.
- Excellent interpersonal, written, and oral communication skills.
- Habit of either reading or listening to audio books
- Humanizedwritten communication skills: able to write clearly, personalized, and in a manner that appeals the customer’s tone; developing a rapport with the customer

Preferred Qualifications:
- Empathetic and sympathetic
- Strong critical thinking skills having the ability to anticipate customers’ needs
- Good judgement, ability to take ownership of resolution during calls and show confidence in decision-making; self-sufficient
- Excellent attitude and attention to detail
- Availability to work flexible schedule which includes all hours of call center operation
- Ability to work in a fast-paced environment where high performance is expected