Lago
E-commerce
AmazonCustomerServiceSpecialist/CSR(E-commerce)
Neural analysis suggests this role is
optimal for Mid candidates.
“Amazon Customer Service Specialist / CSR (E-commerce) at Lago. Skills: Customer support, Customer resolution, eCommerce, Amazon Seller Central, buyer-seller messaging, negative feedback remediation, return and refund coordination. Independently manages buyer messages, product reviews, negative feedback remediation, and return and refund coordination across an assigned book of client accounts, ensuring a positive and compliant buyer experience on the Amazon platform.. Acts as subject matter exper”
What You'll Achieve.
ensuring a positive and compliant buyer experience on the Amazon platform; Maintains or exceeds department-established performance standards; Execution & Accuracy: Independently delivers high-quality work across a full book of business
Industry & Context.
proactive approach to resolving buyer concerns; ability to analyze data related to buyer complaints and review trends; Judgement: Applies good judgment to non-standard chooses correct escalation path
agreement to Lago’s Confidentiality and Non-Circumvention Agreement
What They're Looking For.
Must Have
Two to three (2-3) years of customer support or customer resolution experience, preferably within an eCommerce setting, Demonstrates a understanding of business, procedures, and specialized, written and verbal communication skills with the ability to de-escalate buyer situations, Detail-oriented with a proactive approach to resolving buyer concerns, ability to analyze data related to buyer complaints and review trends
Nice to Have
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, Prior experience owning a Customer Service book of work in an agency or multi-brand environment
What You'll Do.
Independently manages buyer messages
negative feedback remediation
and return and refund coordination across an assigned book of client accounts
ensuring a positive and compliant buyer experience on the Amazon platform.
Acts as subject matter expert (SME) or Trainual content owner for one specialized Customer Service function
providing guidance to peers.
Through the use of company and department practices and procedures
independently manages buyer-seller messaging across an assigned book of client accounts
Owns end-to-end negative feedback and product review remediation workflows
and escalation to Amazon when required
Coordinates return and refund decisions directly with brand management
Synthesizes trends (defect patterns
listing accuracy gaps
image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams
Identifies buyer complaints rooted in FBA issues (damaged inventory
wrong item shipped) and routes them to the FBA Resolution team with proper documentation
Utilizes structured escalation paths with Amazon for complex buyer-seller disputes
Acts as an SME or Trainual content owner for at least one Customer Service function (e.g.
A-to-z claim prevention
Provides guidance to Customer Service Specialist peers on day-to-day casework
Leverages external resources such as blogs
and seller forums to stay current on Amazon buyer-side policy changes
Maintains or exceeds department-established performance standards
Other duties as assigned
How You'll Work.
Team & Collaboration
Provides guidance to Customer Service Specialist peers on day-to-day casework; Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams; Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation; contributes meaningfully to cross functional goals
Communication Scope
written and verbal communication skills; ability to de-escalate buyer situations; buyer-facing and cross-team clear escalation write-ups
Full Job Description
Job Title: Customer Service Specialist / CSR Location: Remote | Philippines Schedule: 9am-5pm PST Salary: $10 - $15 per hour ($1,600 - $2,400) The Customer Service Specialist II works under general supervision and follows company and department policies and procedures to independently manage buyer messages, product reviews, negative feedback remediation, and return and refund coordination across an assigned book of client accounts, ensuring a positive and compliant buyer experience on the Amazon platform. Acts as subject matter expert (SME) or Trainual content owner for one specialized Customer Service function, providing guidance to peers. ### Key Responsibilities * Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts * Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required * Coordinates return and refund decisions directly with brand management * Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams * Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation * Utilizes structured escalation paths with Amazon for complex buyer-seller disputes * Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns) * Provides guidance to Customer Service Specialist I peers on day-to-day casework * Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes * Maintains or exceeds department-established performance standards * Other duties as assigned **Requirements** * Two to three (2-3) years of customer support or customer resolution
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