Customer Experience Specialist

Provides an excellent online shopping experience to all customers across all marketplaces by resolving

issues through timely responses to customer emails, inbound and outbound calls, voicemails, and live

chat. He/she will also perform special projects designated by the Team Manager.

Responsibilities

• Provides customer service for Amazon 2P and 3P accounts and monitors their performance on
  
  

Amazon.

• Represents the brands to which he/she is assigned and familiarizes themselves with each brand’s
  
  

online selling policies.

• Ensures that assigned brands achieve excellent performance ratings on Amazon and other
  
  

marketplaces.

• Addresses customer queries related to orders processed through Amazon, the company's website,
  
  

and physical stores by coordinating primarily with the Supplier Management group, as well as

the Listings, Inventory, Pricing, and Warehouse Teams.

• Provides customers with shipment status updates.
• Confirms, cancels, and processes refunds for orders as needed.
• Sends out notifications for order delays.
• Coordinates with shipping carriers to investigate lost packages and defective product claims.
• Builds customer trust and earns positive feedback.
• Updates internal tools, such as spreadsheets.
• Helps maintain excellent metrics on Amazon and other marketplaces.
• Handles special projects assigned by the Manager.
• Supports the Customer Service Manager and acts as the point of contact in the absence of the
  
  

Manager or when needed.

Essential Requirements

• Confident in speaking American English and good at writing emails
• Ability to multitask
• Good computer skills and knows how to navigate the internet
• Good Attendance record in previous employment
• Great contributor even on matters outside his/her scope
• Detail-oriented and highly organized
• Can work on the night shift.
• Willing to work on weekends with a rotational schedule