Customer Service Specialist / CSR
New
L
LagoE-commerce
Remote | Philippines / Latin America, 9am-5pm PSTFull-TimeJunior
Salary8 - 10 USD per hour
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Job Details
- Experience
- Two to three (2-3) years of customer support or customer resolution experience
- Required Skills
- Data AnalysisCustomer support
Requirements
- Have 2–3 years of customer support or customer resolution experience; e-commerce experience is preferred.
- Demonstrate a strong understanding of business, procedures, and specialized functions.
- Have strong written and verbal communication skills and the ability to de-escalate buyer situations.
- Be detail-oriented and proactive in resolving buyer concerns.
- Be able to analyze buyer complaint data and review trends.
- Preferred: hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards.
- Preferred: experience with A-to-z claim responses and chargeback documentation.
- Preferred: experience owning a Customer Service book of work in an agency or multi-brand environment.
- Work 9am-5pm PST.
Responsibilities
- Manage buyer-seller messaging across an assigned book of client accounts.
- Own negative feedback and product review remediation workflows, including submissions, follow-up, and escalation to Amazon when required.
- Coordinate return and refund decisions with brand management.
- Synthesize trends in defects, listing accuracy, and image or copy mismatches, and share them regularly with Listing and Case Specialist teams.
- Identify buyer complaints rooted in FBA issues and route them to the FBA Resolution team with documentation.
- Use structured escalation paths with Amazon for complex buyer-seller disputes.
- Own one Customer Service function as an SME or Trainual content owner.
- Guide Customer Service Specialist I peers on day-to-day casework.
- Use blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes.
- Maintain or exceed department-established performance standards.
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