Seller Success Representative - French, AbeBooks Seller Success Operations

Amazon; Cape Town; On-site; ZAR 60 000 - 80 000; Full time

Job summary

A global technology company is seeking a Seller Success Representative in Cape Town. This role involves resolving issues for AbeBooks sellers, enhancing their experience, and contributing to seller success programs. Candidates should have 2+ years in customer-facing roles within e-commerce and fluency in French. You will manage seller accounts, troubleshoot technical issues, and analyze data to improve processes. Join a dynamic team dedicated to customer support within a diverse environment.

Benefits

Equal opportunity employer

Commitment to diversity

Inclusive culture

Workplace accommodations for disabilities

Qualifications

• Strong judgment in solving complex problems.
• Calm and resourceful under pressure.
• Hands-on experience in e-commerce operations.

Responsibilities

• Provide support to AbeBooks sellers via email and phone.
• Troubleshoot technical issues related to order management.
• Participate in business reviews and present findings.

Skills

Technical Support & Problem Resolution

Process Improvement & Analysis

Collaboration & Communication

Customer-facing experience

Fluency in French

CRM systems expertise

Analytical skills

Project management

Education

2+ years of experience in B2B support role

3+ years in technical support or account management

Tools

Excel

Tableau

Zendesk

Salesforce Service Cloud

Job description

As a Seller Success Representative, you’ll serve as the primary connection between AbeBooks and our external sellers—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
• Manage seller accounts and 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

• Effectively manage meetings with internal stakeholders
• Participate in business reviews and present findings to leadership
• 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.

• Experience troubleshooting and debugging technical systems, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Speak, write, and read fluently in French
• 2+ years of experience in a customer‑facing or B2B support role involving email, voice, or messaging interactions for e‑commerce, SaaS, or online retail environments
• Proven experience using case management or CRM systems (e.g., INK, Zendesk, Freshdesk, Salesforce Service Cloud)
• Strong written communication skills and the ability to document solutions and update internal knowledge bases
• Proven ability to manage multiple priorities in a fast‑paced, ambiguous environment while maintaining strong attention to detail
• Experience in data interpretation and analysis to influence stakeholders
• Experience providing training and mentorship
• Knowledge of analytical reporting tools (e.g., Excel, Tableau)
• 3+ years of experience in B2B technical support, seller success, or e‑commerce account management
• Hands‑on experience contributing to process or workflow improvements, including light project management or program ownership
• Fluency in additional languages (German, Spanish, or Italian)

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, please contact your Recruiting Partner.