Amazon Customer Service Specialist / Csr (E-Commerce)

Lago; Philippines; Remote; MXN 260,000 - 357,000; Full time

Job summary

Lago is hiring a Customer Service Specialist to independently manage buyer messages, product reviews and refund coordination for a remote position operating in the Philippines / Latin America. The role emphasizes high-quality customer experiences and adherence to Amazon policy standards.

You will own remediation workflows, analyze trends, and mentor teammates while collaborating with cross-functional teams to maintain exceptional service levels.

Qualifications

• 2-3 years of customer support or resolution experience, preferably in ecommerce
• Strong written and verbal communication with de-escalation ability
• Detail-oriented with proactive problem solving and data analysis

Responsibilities

• Manage buyer-seller messaging across assigned client accounts
• Own negative feedback and product review remediation workflows
• Coordinate return and refund decisions with brand management
• Identify trends and escalate to relevant teams
• Route issues involving FBA to the Resolution team
• Provide guidance to peers on day-to-day casework
• Stay current on Amazon policy changes and best practices

Skills

Customer support

De-escalation

Written communication

Data analysis

Problem solving

Tools

Amazon Seller Central

Feedback Manager

Voice of the Customer dashboards

Job description

Job Title: Customer Service Specialist / CSR
Location: Remote | Philippines / Latin America
Schedule: 9am-5pm PST
Salary: $1,280 - $1,760 ($8 - $11 per hour)

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 experience, preferably within an eCommerce setting
• Demonstrates a strong understanding of business, procedures, and specialized functions;
• 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

Preferred Qualifications

• 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
• Execution & Accuracy: Independently delivers high-quality work across a full book of business
• Communication: Strong buyer-facing and cross-team communication; clear escalation write-ups
• Judgment: Applies good judgment to non-standard cases; chooses correct escalation path
• SME Depth: Owns one Customer Service function end-to-end; keeps Trainual current
• Collaboration: Provides peer guidance; contributes meaningfully to cross functional goals
• Remote Work: Work from anywhere—our team is global, and we value work-life balance.
• Growth Opportunities: As a key player i you’ll have the chance to shape your role and grow with us.
• Innovative Culture: Join a team that is passionate about leveraging data to solve challenges and drive success in a rapidly evolving market.