Customer Service Specialist (E-commerce)
L
LagoE-commerce
Remote | LATAM. Mexico City, Mexico City, Mexico. Colombia. Argentina. Costa Rica, 9am-5pm PSTFull-TimeJunior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Strong english proficiency (C1)
- Experience
- 2-3+ years
- Required Skills
- Customer support
Requirements
- 2-3+ years of customer support or customer resolution experience 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
- Strong english proficiency (C1)
- +2 year of 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
- Independently delivers high-quality work across a full book of business
- Strong buyer-facing and cross-team communication; clear escalation write-ups
- Applies good judgment to non-standard cases; chooses correct escalation path
- Owns one Customer Service function end-to-end; keeps Trainual current
- 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
View Full Description & ApplyYou'll be redirected to the employer's site
