Customer Service Specialist / CSR
L
LagoE-commerce
Remote | Serbia, 9am-5pm PSTFull-TimeMiddle
Salary10 - 15 USD per hour
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Job Details
- Experience
- Two to three (2-3) years
- Required Skills
- Data AnalysisWritten communicationVerbal communicationCustomer support
Requirements
- Two to three (2-3) years of customer support or customer resolution experience, preferably within an eCommerce setting
- Demonstrates a strong understanding of business, procedures, and specialized functions
- Strong written and verbal communication skills with the ability to de-escalate buyer situations
- Detail-oriented with a proactive approach to resolving buyer concerns
- Strong ability to analyze data related to buyer complaints and review trends
- Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards
- Experience with A-to-z claim responses and chargeback documentation
- Prior experience owning a Customer Service book of work in an agency or multi-brand environment
- Execution & Accuracy: Independently delivers high-quality work across a full book of business
- Communication: Strong buyer-facing and cross-team communication; clear escalation write-ups
- Judgment: Applies good judgment to non-standard cases; chooses correct escalation path
- SME Depth: Owns one Customer Service function end-to-end; keeps Trainual current
- Collaboration: Provides peer guidance; contributes meaningfully to cross functional goals
Responsibilities
- Independently manages buyer-seller messaging across an assigned book of client accounts
- Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required
- Coordinates return and refund decisions directly with brand management
- Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams
- Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation
- Utilizes structured escalation paths with Amazon for complex buyer-seller disputes
- Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns)
- Provides guidance to Customer Service Specialist I peers on day-to-day casework
- Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes
- Maintains or exceeds department-established performance standards
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