E-Commerce Customer Service Specialist
Budget: $2 – $8 AUD
I need an experienced customer service specialist to take full ownership of support across our Amazon, eBay, Kogan and Lasoo stores. You will be logging into each marketplace’s seller portal (Amazon Seller Central, eBay Seller Hub, Kogan Merchant Centre and Lasoo dashboard) to resolve all front-line issues and keep our response metrics in the green.
Day-to-day you’ll be:
• Handle customer messages and emails using the correct tone and templates, and demonstrate good phone communication skills.
• Processing returns, refunds or replacements and updating order notes so fulfilment stays synced.
• Monitoring feedback and ratings, proactively reaching out to customers to turn neutral experiences into positive ones.
Clear, concise written English is essential and you’ll be expected to record each interaction in our shared help-desk so I can track resolution times and customer sentiment. If you already know the ins-and-outs of A-to-Z claims, eBay INR cases and Kogan escalation paths, you’ll hit the ground running.
Let me know your relevant marketplace experience and the tools you usually rely on (Zendesk, Freshdesk, Gorgias, etc.). I’ll onboard you with SOPs and brand guidelines; once you’re comfortable, I expect you to manage the queue independently and raise anything unusual to me right away.
Day-to-day you’ll be:
• Handle customer messages and emails using the correct tone and templates, and demonstrate good phone communication skills.
• Processing returns, refunds or replacements and updating order notes so fulfilment stays synced.
• Monitoring feedback and ratings, proactively reaching out to customers to turn neutral experiences into positive ones.
Clear, concise written English is essential and you’ll be expected to record each interaction in our shared help-desk so I can track resolution times and customer sentiment. If you already know the ins-and-outs of A-to-Z claims, eBay INR cases and Kogan escalation paths, you’ll hit the ground running.
Let me know your relevant marketplace experience and the tools you usually rely on (Zendesk, Freshdesk, Gorgias, etc.). I’ll onboard you with SOPs and brand guidelines; once you’re comfortable, I expect you to manage the queue independently and raise anything unusual to me right away.
Related categories:
Legal
Customer Support
eCommerce
Research Writing
Product Descriptions
eBay
Customer Service
Helpdesk
Zendesk
Amazon