Customer Service Specialist, E-commerce

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

📋 Description

• Independently oversees buyer-seller communication for a designated set of client accounts, utilizing company and departmental practices and procedures.

• Manages the complete process of addressing negative feedback and product review issues, which includes submission, follow-up, and escalation to Amazon as necessary.

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

• Analyzes trends (defect patterns, discrepancies in listings, image/copy inconsistencies) and regularly communicates findings to the Listing and Case Specialist teams.

• Recognizes buyer complaints that are related to FBA problems (such as damaged inventory or incorrect items shipped) and directs them to the FBA Resolution team with appropriate documentation.

• Employs structured escalation methods with Amazon for intricate buyer-seller disputes.

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

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

• Utilizes external resources like blogs, LinkedIn, and seller forums to remain informed about updates to Amazon's buyer-side policies.

• Achieves or surpasses performance standards established by the department.

• Performs other assigned duties as required.

⛳️ Requirements

• 2-3+ years of experience in customer support or customer resolution within an eCommerce environment.

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

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

• Detail-oriented with a proactive approach to addressing buyer concerns.

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

• Proficient in English (C1 level).

• Over 2 years of practical experience with Amazon Seller Central regarding buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards.

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

• Previous experience managing a Customer Service workload in an agency or multi-brand context.

🏝️ Benefits

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

• Growth Opportunities: As a vital member of our team, you'll have the opportunity to shape your role and advance alongside us.

• Innovative Culture: Join a team dedicated to utilizing data to tackle challenges and achieve success in a fast-changing market.