Amazon Customer Service Specialist / CSR (E-commerce)

Lago Staffing and Recruiting; Philippines; Remote; PHP 964,000 - 1,205,000; Full time

Benefits offered by this job

Remote Work

Job summary

Lago Staffing and Recruiting is seeking a Customer Service Specialist II to manage buyer messages, product reviews, and return/refund coordination for assigned Amazon client accounts. This is a remote role based in the Philippines with a daytime PST schedule.

You will act as a SME for at least one CS function, guide junior teammates, analyze trends, and stay current on Amazon policy changes while delivering high-quality, compliant buyer experiences.

Qualifications

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

Responsibilities

• Independently manages buyer-seller messaging across assigned client accounts.
• Owns end-to-end negative feedback and product review remediation workflows.
• Coordinates return and refund decisions with brand management.
• Synthesizes trends and shares insights with Listing and Case teams.
• Routes buyer issues related to FBA to the Resolution team with documentation.
• Escalates complex disputes with Amazon using structured pathways.
• Acts as SME for a CS function and guides peers on day-to-day work.
• Keeps Trainual content current and leverages external resources to stay informed.
• Maintains or exceeds department performance standards.

Skills

Customer support

Communication

Data analysis

De-escalation

Tools

Amazon Seller Central

Feedback Manager

Voice of the Customer

A-to-z claims

Chargeback docs

Job description

Job Title: Customer Service Specialist / CSR
Location: Remote | Philippines / Latin America
Schedule: 9am-5pm PST
USD Salary: $1,280 - $1,600 ($8 - $10 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

Key Competencies (Rubric-Aligned)

• 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

Benefits

• 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.

As part of our recruitment process, all candidates will be kindly asked to agree to Lago's Confidentiality and Non-Circumvention Agreement. This ensures a respectful and professional experience for everyone involved.