Customer Service Analyst – Account Health

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Address customer inquiries on Amazon within the specified Service Level Agreement (SLA)

• Handle and contest Amazon A-to-Z claims using strategic approaches

• Initiate the removal of negative feedback when appropriate

• Track daily performance metrics (Order Defect Rate, Valid Tracking Rate, Order Tracking Defect Rate, Late Shipment Rate)

• Detect patterns of complaints by SKU and communicate findings to management

• Conduct fraud prevention through analysis of profiles

• Record each case with an analysis of the root cause and the actions taken

⛳️ Requirements

• Must be a resident of Brazil's North or Northeast regions

• Must possess or be willing to register as an Individual Microentrepreneur (MEI)

• Should have access to a computer and a reliable internet connection

• Must be available to work during U.S. Eastern Time hours

• Should have a mobile phone accessible during working hours

• Proficient in Portuguese

• Intermediate level of English (reading and writing — systems are in English)

• Experience with spreadsheet applications (Google Sheets or Excel)

• Possess an analytical mindset

• Practical understanding of artificial intelligence (AI)

🏝️ Benefits

• Opportunity to work in a dynamic environment

• Engage in professional development and training opportunities

• Join a supportive team focused on innovation and efficiency