AmazonPosted 1mo ago

Customer Service Operations Coordinator — APAC

Customer Service Operations Coordinator — APAC at Amazon scores 37 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

JP, 13, Tokyomidfull-time

AI in this role

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THE ROLE
The Customer Service (CS) Operations Coordinator — APAC supports the day-to-day operations of Audible's Customer Service across the Asia-Pacific region, including Japan, Australia, and India. Working to clearly defined procedures and under the direction of the CS Manager (International), this role ensures smooth execution of operational tasks across vendor coordination, knowledge management, social media support, and Voice of Customer (VoC) reporting. The coordinator works with CS vendors, internal support teams, and global stakeholders to maintain service quality standards across APAC markets.

ABOUT YOU
You're a self-starter who thrives in dynamic, fast-paced, cross-functional environments. You work efficiently and effectively under pressure, taking initiative to prioritize tasks and manage your own workload without waiting to be told what's next. You have a strong attention to detail and an ability to understand how metrics relate to day-to-day operations — you don't just track numbers, you want to understand what they mean for the customer experience.

You possess strong organizational skills with the ability to create order out of chaos and anticipate the needs of customers before they surface. You think creatively about how to better serve our listeners and create an amazing work environment for our contact agents. Excellent written and verbal communication skills are essential — you can clearly share updates and information with team members and cross-functional partners in a professional, courteous manner. You are comfortable working across multiple markets and time zones, and you bring strong communication skills in both English and Japanese.

As the CS Operations Coordinator - APAC, you will...
- Coordinate with CS vendors and internal teams to support consistent service delivery across Japan, Australia, and India, following established processes and escalating issues as needed
- Monitor operational metrics and flag potential issues to the CS Manager, maintaining trackers and reports that provide visibility into APAC service health
- Support cross-functional launch activities and new market onboarding within APAC by tracking timelines, following up on action items, and ensuring documentation is current
- Support the Vendor Relationship Manager (VRM) with legal escalations, gathering required documentation, tracking case status, and coordinating follow-ups between internal teams and vendors
- Maintain and update project trackers, readiness checklists, and operational documentation to ensure team members can easily access the information they need
- Support Knowledge Management by creating and maintaining help pages, ensuring content accuracy, and managing article updates across APAC markets
- Organize customer feedback sessions and produce regular VoC reports, translating local insights from Japanese to English for global visibility
- Handle English-language customer contacts from APAC customers in partnership with CS vendors and support teams, following established procedures
- Act as the English-language point of contact for escalating customer-reported technicalissues to engineering and product teams, managing ticket status and tracking resolution progress
- Support CS readiness for promotional campaigns by coordinating with marketing and operations teams, managing backfill codes, and ensuring agents are equipped with accurate information.
- Coordinate Audible's social media customer support (Twitter/X, Facebook, Instagram) for APAC markets, including localization of global processes and maintaining response blurbs

ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.

Basic qualifications

- Bachelor's degree or equivalent
- 2+ years of experience in customer service operations, coordination, or related field
- Business fluency in English and Japanese (written and verbal)
- Proficiency in MS Office (Excel, Word, PowerPoint)
- Organizational skills with experience managing multiple tasks simultaneously under general supervision
- Working knowledge of social media platforms and community management
- Experience delivering work to agreed timescales and quality standards
- Interpersonal skills with experience conveying information clearly to a range of individuals within and outside the immediate team

Preferred qualifications

- Experience working across multiple markets or in a regional coordination role
- Familiarity with CRM or ticketing systems (Salesforce, Zendesk, or similar)
- Knowledge of Knowledge Management tools and content management systems
- Experience with Voice of Customer programs or customer insights reporting
- Additional language skills relevant to APAC markets
- Familiarity with Audible products and services

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.