Customer Service Specialist, E-commerce

This is a fully remote position, open to applicants in Mexico, +6 more countries.

📋 Description

• Manage communication between buyers and sellers independently for a designated group of Amazon client accounts.

• Oversee the complete process of addressing negative feedback and product reviews, including submission, follow-up, and escalation to Amazon.

• Collaborate with brand management on decisions regarding returns and refunds.

• Analyze defect patterns, discrepancies in listings, and mismatches in images or copy, then relay this information to the Listing and Case Specialist teams.

• Detect complaints associated with FBA issues and direct them to the FBA Resolution team with appropriate documentation.

• Utilize established escalation paths with Amazon for complex buyer-seller disputes.

• Serve as a Subject Matter Expert (SME) or content owner for at least one Customer Service function in Trainual.

• Offer daily casework support and guidance to peers in Customer Service Specialist I roles.

• Keep abreast of policy changes on Amazon's buyer side by monitoring blogs, LinkedIn, and seller forums.

• Maintain or surpass departmental performance benchmarks.

• Execute additional tasks as assigned.

⛳️ Requirements

• 2–3 years of customer support or resolution experience, ideally within an eCommerce environment.

• Comprehensive understanding of business operations, procedures, and specialized functions.

• Excellent written and verbal communication abilities.

• Proficient in de-escalating buyer-related issues.

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

• Capability to analyze data regarding buyer complaints and review trends.

• Preferred hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards.

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

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

• Ability to independently produce high-quality work across a comprehensive book of business.

• Strong communication skills for clear escalation write-ups and effective buyer-facing and cross-team interactions.

• Ability to apply sound judgment in non-standard cases and select the appropriate escalation route.

• Experience managing one Customer Service function from start to finish while keeping Trainual up-to-date.

• Capability to provide guidance to peers and contribute to cross-functional objectives.

🏝️ Benefits

• Remote work: Enjoy the flexibility to work from anywhere; be part of a global team while maintaining work-life balance.

• Opportunities for growth and the potential to shape your role as you advance with the company.

• Culture driven by innovation and data.

• Confidentiality and Non-Circumvention Agreement included in the recruitment process.