Seller Success Associate

Amazon; Cape Town; Hybrid; ZAR 260,000 - 380,000; Full time

Job summary

AbeBooks is hiring a Seller Success Representative in a dynamic support role. You will work with our external sellers, resolving problems, driving improvements, and delivering a high-quality seller experience.

You will collaborate across teams to ensure issues are addressed efficiently and processes are continually improved. You will use your German language skills, handle inquiries via phone and email, and contribute to seller success programs while maintaining strong customer satisfaction

Qualifications

• Fluency in German; strong written and spoken communication in English.
• Experience handling customer queries via phone and email.
• Experience troubleshooting technical systems and resolving issues under pressure.
• 1+ year using case management systems and resolving cases.
• Ability to manage multiple priorities and drive goals to completion.
• Experience training and mentoring teammates.
• Experience creating and improving processes.
• Fluency in additional languages (German, French, or Spanish).

Responsibilities

• Provide prompt, efficient service to AbeBooks sellers via email and phone, meeting quality metrics.
• Troubleshoot technical issues related to inventory and order management.
• Identify escalation paths and balance time vs. resources.
• Create and maintain technical docs for common issues and solutions.
• Own components of Seller Success Programs including onboarding and account retention.
• Provide sales tax, VAT, and compliance support.
• Execute projects with clear goals and deliverables; maintain performance metrics.
• Identify process improvements and document enhancement opportunities.
• Analyze data to identify trends and communicate findings.
• Train new team members and collaborate across teams to resolve issues.

Skills

German language fluency

Customer service via phone & email

Troubleshooting technical issues

Case management experience

Multitasking & prioritization

Training & mentoring

Process improvement

Multilingual (German/French/Spanish)

Job description

• Experience dealing with customer queries via phone and email
• Speak, write, and read fluently in German
• Experience troubleshooting and debugging technical systems, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• 1+ years of using case management system, reviewing cases, determining appropriate processes and policies that apply to a specific situation, and resolving a case or establishing/executing a case management plan experience
• Experience managing multiple competing priorities simultaneously and driving goals to completion
• Experience providing training and mentorship
• Experience creating and improving processes
• Fluency in additional languages (German, French, or Spanish)

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed,

As a Seller Success Representative, you’ll serve as the primary connection between AbeBooks and our external sellers working, working both independently and within a collaborative team to resolve issues, drive improvements, and enhance the overall seller experience. Your work will have an immediate and visible impact on the AbeBooks customer journey through support initiatives and process optimization, while helping strengthen our seller community and building deep expertise in e-commerce operations and technical support.

The ideal candidate demonstrates sound judgment when tackling complex or ambiguous problems, remains calm and resourceful amid change, and knows when to act independently versus when to elevate. You’ll also help shape our seller success programs, contribute to team efficiency, and gain hands‑on experience with a variety of third‑party tools and systems that power our seller ecosystem.

Key job responsibilities

Technical Support & Problem Resolution

• Provide prompt, efficient service to AbeBooks sellers via email and phone, delivering consistent results against quality metrics
• Independently troubleshoot technical issues related to inventory and order management
• Identify appropriate escalation paths and make time vs. resource trade‑off decisions
• Create and maintain technical documentation for common issues and solutions

Program Execution & Account Management

• Own components of Seller Success Programs including onboarding, targeted sales tactics, and account retention
• Provide sales tax, VAT, and compliance support
• Execute defined projects with clear goals and deliverables
• Meet and maintain exceptional performance metrics including quality, productivity, and first contact resolution

Process Improvement & Analysis

• Identify and implement process improvements within defined parameters
• Document and suggest enhancement opportunities based on seller feedback
• Analyze data to identify trends and communicate findings to appropriate channels
• Create and update standard operating procedures for team use

Collaboration & Communication

• Train new team members on standard procedures and best practices
• Collaborate across teams to resolve complex seller issues
• Act as the voice of the customer in company-wide initiatives

About the team

The AbeBooks Seller Success Operations (SSO) Team delivers white‑glove and standardized tier 2 support through both reactive and proactive channels. Our team combines in-depth platform knowledge and advanced troubleshooting to resolve complex Seller issues, manage seller accounts, conduct tactical outreach, and execute seller success programs.