Customer Service Specialist – CSR

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

📋 Description

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

• Manages the complete process of resolving negative feedback and product reviews, which includes submission, follow-up, and escalation to Amazon when necessary.

• Collaborates directly with brand management to make decisions regarding returns and refunds.

• Analyzes trends such as defect patterns, listing inaccuracies, and discrepancies between images and copy, and regularly communicates these findings to the Listing and Case Specialist teams.

• Identifies buyer complaints related to FBA issues (such as damaged inventory or incorrect items shipped) and ensures they are directed to the FBA Resolution team with appropriate documentation.

• Employs established escalation paths with Amazon for complicated buyer-seller disputes.

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

• Offers guidance to Customer Service Specialist I colleagues on their daily casework.

• Utilizes external resources such as blogs, LinkedIn, and seller forums to remain updated on Amazon's buyer-side policy changes.

• Consistently meets or surpasses performance standards set by the department.

• Performs additional duties as assigned.

⛳️ Requirements

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

• Strong comprehension of business operations, procedures, and specialized functions.

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

• Detail-oriented with a proactive mindset towards resolving buyer concerns.

• Strong analytical skills for interpreting data related to buyer complaints and review patterns.

• Practical experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards (Preferred Qualifications).

• Experience in responding to A-to-z claims and managing chargeback documentation (Preferred Qualifications).

• Previous experience managing a Customer Service portfolio in an agency or multi-brand setting (Preferred Qualifications).

🏝️ Benefits

• Remote Work: Enjoy the flexibility of working 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 alongside us.

• Innovative Culture: Become part of a team that is dedicated to using data to address challenges and achieve success in a constantly changing market.