Customer Service Specialist – Voice of the Customer

About the role

The Customer Service Specialist II works independently to manage buyer communications, feedback remediation, and return coordination for a portfolio of client accounts on the Amazon platform, ensuring a positive and compliant buyer experience.

Key responsibilities

• Manage buyer‑seller messaging across assigned client accounts.
• Own end‑to‑end negative feedback and product review remediation, including escalation to Amazon when needed.
• Coordinate return and refund decisions with brand management.
• Synthesize trends such as defect patterns and listing gaps and share them with Listing and Case Specialist teams.
• Identify FBA‑related buyer complaints and route them to the FBA Resolution team.
• Utilize structured escalation paths for complex disputes and act as SME for a specific Customer Service function.

Required profile

• 2–3 years of customer support or resolution experience, preferably in e‑commerce.
• Strong written and verbal communication skills with the ability to de‑escalate buyer situations.
• Detail‑oriented, proactive, and able to analyze data related to buyer complaints and review trends.

Required skills

• Hands‑on experience with Amazon Seller Central buyer‑seller messaging, Feedback Manager, and Voice of the Customer dashboards.
• Experience with 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.