Audible GmbH, an Amazon company, is the leading provider of premium digital spoken audio information and entertainment on the internet, offering customers a new way to enhance and enrich their lives every day. Titles downloaded from Audible are compatible with hundreds of mobile devices, including the iPhone and Android smartphones.
Based in Berlin, Audible GmbH is looking for a Customer Care Back Office Administrator, Germany (m/f/x). Put aside your experiences or perceptions of customer service; Audible takes Customer Care to a new level. We’re dedicated to creating unforgettable experiences with a focus on exceeding expectations with every contact and decreasing customer effort.
This role is initially open through a 16-months contract.
· Act an advocate for the customer´s perspective at all operational and functional touchpoints of your work, customer obsession is our main principle.
· Provide high level support for our frontline service covering different escalation functions and marketplaces via ticketing systems and other channels.
· Moderation of customer reviews on titles and apps.
· Support identifying and testing on product issues affecting single titles, our surfaces or technical infrastructure.
· Research and track reported issues to identify trends, knowledge gaps and high-potential impacting issues and address them accordingly for resolution, keep all stakeholders in the loop as needed.
· Partner with different customer service internal and external teams to relay potential issues, assess the customer impact and share customer feedback.
· Develop troubleshooting plans, responses, and proposals towards known issues impacting the customer and customer experience.
· Contribute to continuous process improvement with the expertise you gain from escalations on customer experience.
· Perform other duties or special projects as assigned, be open for development as a matter expert in identified areas.
Audible is the world’s largest seller and producer of audiobooks and other spoken-word entertainment, enriching the lives of our millions of listeners every day. With our customer-centric approach to technological innovation and superior programming, Audible has reinvented a media category, and is [...]