CS Representative France , AbeBooks Seller Success Operations

Amazon; Cape Town; On-site; ZAR 150,000 - 240,000; Full time

Job summary

A global e-commerce leader is looking for a Customer Support Representative in Cape Town to enhance Seller Success Operations. The role involves providing exceptional support to sellers through email and phone, addressing technical issues, and ensuring a smooth customer experience. Ideal candidates will possess strong communication skills, fluency in English and French, and at least one year of experience in a customer-facing role. This position offers the opportunity to contribute to a diverse work environment while helping sellers navigate their business needs.

Qualifications

• B2 or above fluency in both written and verbal English and French.
• At least 1 year of experience in a customer-facing role.
• Experience with technical support for web-enabled software.

Responsibilities

• Provide prompt and efficient service to sellers by email and phone.
• Support sellers with technical issues related to inventory and order management.
• Assist with sales tax and compliance support.

Skills

Fluent in English and French

Communication skills

Prioritization and time management

Technical troubleshooting

Database tools knowledge

Job description

The AbeBooks Customer Support (CS) team operates with a focus on Seller Success Operations (SSO). In SSO, we support sellers with technical issues related to inventory and order management, tax and compliance, processing orders, and maintaining their AbeBooks accounts.

The Customer Support Representative acts as the primary point of contact between AbeBooks and external sellers, providing email and phone support for their AbeBooks business. The successful candidate has an immediate, distinct effect on the AbeBooks customer experience. A Customer Support Representative is expected to address system issues, provide process improvements, develop internal documentation, and contribute to a team environment.

Key job responsibilities

1. Provide prompt and efficient service to AbeBooks sellers by email and phone.
2. Support sellers with technical issues related to inventory and order management, including escalation when necessary.
3. Assist with sales tax, VAT, and compliance support to sellers.
4. Meet and maintain performance metrics such as quality, productivity, and first contact resolution.
5. Identify trends and suggest improvements through logical reasoning and data interpretation.

Requirements:

• B2 or above fluency in both written and verbal English and French.
• Strong communication skills for diverse customer personas.
• At least 1 year of experience in a front-line external customer-facing role.
• Experience with technical support for web-enabled software products or services.
• Strong prioritization and time management skills.
• Experience troubleshooting technical systems with customers.
• Knowledge of database tools.
• Experience in training, coaching, or mentoring.
• Fluency in additional languages such as German, Spanish, or Italian.

Amazon is an equal opportunities employer committed to diversity and inclusion. We welcome applications from all societal groups and are especially interested in candidates who can contribute to employment equity and workplace diversification. Applicants must be able to demonstrate lawful ability to work in South Africa, submitting relevant identification and work permits if applicable.

If you require workplace accommodations during the application or onboarding process, please visit this link.