Customer Service Specialist / CSR

57 minutes ago
Full-time
Junior
Customer and Technical Support
lago

lago

lago connects talented individuals from emerging markets with high-quality remote job opportunities, facilitating professional growth and increased earnings for both workers and agencies.

Professional Services

Description

  • Independently manage buyer-seller messaging across an assigned book of client accounts.
  • Own end-to-end negative feedback and product review remediation, including submission, follow-up, and escalation to Amazon when needed.
  • Coordinate return and refund decisions directly with brand management.
  • Identify defect patterns, listing accuracy gaps, and image or copy mismatches, and share trends with Listing and Case Specialist teams.
  • Route buyer complaints related to FBA issues to the FBA Resolution team with proper documentation.
  • Use structured escalation paths with Amazon to resolve complex buyer-seller disputes.
  • Serve as an SME or Trainual content owner for at least one customer service function such as feedback removal, A-to-z claim prevention, or returns.
  • Provide day-to-day guidance to Customer Service Specialist I peers.
  • Stay current on Amazon buyer-side policy changes using external resources such as blogs, LinkedIn, and seller forums.
  • Maintain or exceed department performance standards.

Requirements

  • 2-3 years of customer support or customer resolution experience, preferably in an eCommerce setting.
  • Strong written and verbal communication skills with the ability to de-escalate buyer situations.
  • Detail-oriented with a proactive approach to resolving buyer concerns.
  • Strong ability to analyze data related to buyer complaints and review trends.
  • Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards is preferred.
  • Experience with A-to-z claim responses and chargeback documentation is preferred.
  • Prior experience owning a customer service book of work in an agency or multi-brand environment is preferred.
  • Demonstrated understanding of business processes, procedures, and specialized functions.
  • Ability to apply good judgment in non-standard cases and choose the correct escalation path.
  • Ability to own one customer service function end-to-end and keep Trainual content current.

Benefits

  • Remote work from anywhere with a global team.
  • Work-life balance supported by a flexible remote setup.
  • Growth opportunities with the chance to shape your role.
  • Opportunity to join a data-driven, innovative culture.
  • Potential to work in a rapidly evolving market.

Interested in this position?

Apply directly on the company website

Apply Now

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