Customer Service Specialist – CSR

🕒 May 11

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Lago

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

🤝 B2B

🛍️ eCommerce

📡 Telecommunications

B2B • eCommerce • Telecommunications

Lago is a recruitment service that connects digital marketing agencies and businesses with top-tier global talent from emerging markets. Since 2015, Lago has specialized in providing remote staffing solutions, offering roles such as virtual assistants, social media managers, and customer support representatives. The company aims to empower both agencies and talented professionals by facilitating rewarding job opportunities while enabling businesses to grow efficiently and cost-effectively.

📋 Description

• 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 • Hands-on experience with Amazon Seller Central buyer-seller messaging, Feedback Manager, and Voice of the Customer dashboards (Preferred Qualifications) • Experience with A-to-z claim responses and chargeback documentation (Preferred Qualifications) • Prior experience owning a Customer Service book of work in an agency or multi-brand environment (Preferred Qualifications)

🏖️ 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.