Customer Service Specialist

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

📋 Description

• Independently oversees buyer-seller communications across a designated portfolio of client accounts by utilizing company and departmental practices and procedures.

• Manages the complete process of addressing negative feedback and product review remediation, including submission, follow-up, and escalation to Amazon when necessary.

• Collaborates on return and refund decisions directly with brand management.

• Regularly identifies and reports trends (such as defect patterns, listing accuracy issues, and image/copy inconsistencies) to the Listing and Case Specialist teams.

• Detects buyer complaints related to FBA issues (e.g., damaged inventory, incorrect item shipped) and forwards them to the FBA Resolution team with appropriate documentation.

• Utilizes established escalation procedures with Amazon for complex buyer-seller disputes.

• Serves as a Subject Matter Expert (SME) or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns).

• Provides support and guidance to Customer Service Specialist I colleagues on daily casework.

• Engages with external resources such as blogs, LinkedIn, and seller forums to keep abreast of changes in Amazon's buyer-side policies.

• Maintains or surpasses the performance standards set by the department.

• Performs other duties as assigned.

⛳️ Requirements

• Two to three (2-3) years of experience in customer support or customer resolution, ideally within an eCommerce environment.

• Possesses a solid understanding of business operations, procedures, and specialized functions.

• Excellent written and verbal communication skills with the capability to de-escalate buyer situations effectively.

• Detail-oriented with a proactive mindset for addressing buyer concerns.

• Strong analytical skills related to data on buyer complaints and review trends.

• Experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards is preferred.

• Familiarity with A-to-z claim responses and chargeback documentation is preferred.

• Previous experience managing a Customer Service book of work in an agency or multi-brand setting is preferred.

🏝️ Benefits

• Remote Work: Enjoy the flexibility to work from anywhere—our team operates globally, and we prioritize work-life balance.

• Growth Opportunities: As an essential member of our team, you will have the opportunity to shape your role and advance your career with us.

• Innovative Culture: Become part of a team that is dedicated to utilizing data to tackle challenges and propel success in a fast-paced market.

• As part of our recruitment process, all candidates will be kindly asked to agree to Lago’s Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.