Customer Service Specialist / CSR (E-commerce)

About the role

The Customer Service Specialist II works under general supervision to manage buyer messages, product reviews, negative feedback remediation, and return and refund coordination for assigned client accounts on the Amazon platform.

Key responsibilities

• Independently manage buyer‑seller messaging across an assigned book of client accounts.
• Own end‑to‑end negative feedback and product review remediation workflows, including escalation to Amazon when required.
• Coordinate return and refund decisions directly with brand management.
• Synthesize trends such as defect patterns and listing gaps and hand them off to Listing and Case Specialist teams.
• Identify buyer complaints related to FBA issues and route them to the FBA Resolution team.
• Act as SME or Trainual content owner for at least one Customer Service function and guide peers.

Required profile

• 2‑3 years of customer support or resolution experience, preferably in eCommerce.
• Strong written and verbal communication skills with ability to de‑escalate buyer situations.
• Detail‑oriented, proactive approach to resolving buyer concerns.
• Ability to analyze data related to buyer complaints and review trends.

Required skills

• Hands‑on experience with Amazon Seller Central buyer‑seller messaging.
• Familiarity with Feedback Manager and Voice of the Customer dashboards.
• Experience handling A‑to‑Z claim responses and chargeback documentation.

What we offer

• Remote work from anywhere, supporting work‑life balance.
• Growth opportunities to shape your role and advance within the team.
• Innovative culture focused on data‑driven problem solving.