Customer Support Representative

As a Customer Support Representative, you will be the key point of contact for customers on both Amazon and eBay, ensuring their questions are answered, their issues are resolved, and their overall shopping experience is positive. You will work closely with internal teams to support customer satisfaction, maintain a high level of account health, and resolve disputes efficiently.

Key Responsibilities:

Customer Interaction:

Handle customer inquiries via email, phone, chat, and other communication channels.
Respond to customer questions related to product listings, orders, shipping, returns, refunds, and more on Amazon and eBay.
Resolve issues such as order delays, product defects, refunds, and customer complaints in a timely and professional manner.

Account Management:

Monitor Amazon and eBay seller accounts to ensure compliance with platform policies and maintain account health.
Assist in handling account-related issues, including product listing errors, account suspensions, and performance metrics.

Order Managemen:

Track and update customer orders, shipping statuses, and returns in both Amazon and eBay platforms.
Coordinate with logistics or fulfillment teams to ensure timely delivery and resolve any shipping issues.

Escalations and Dispute Resolution:

Manage complex issues to higher-level support or appropriate departments when necessary.

Customer Satisfaction

Ensure a high level of customer satisfaction through effective communication and problem-solving.
Gather customer feedback to improve products, services, and processes.
Maintain a positive relationship with repeat customers and encourage brand loyalty.

Policy and Procedure Knowledge:

Stay up-to-date with Amazon and eBay policies, terms of service, and best practices to provide accurate guidance to customers.
Ensure all interactions follow the respective platform's guidelines and comply with applicable rules.

Reporting & Documentation:

Keep detailed records of customer interactions, transactions, and resolutions in the CRM system.
Provide regular updates to management on customer service trends and potential areas of improvement.

Qualifications:

Experience

Previous experience in customer service, particularly within eCommerce platforms such as Amazon and eBay, is preferred.
Familiarity with Amazon Seller Central and eBay Seller Hub is highly desirable.

Skills:

Strong written and verbal communication skills with the ability to interact effectively with customers and internal teams.
Proficiency with CRM systems, helpdesk tools, and Microsoft Office Suite (Excel, Word, Outlook).
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Problem-solving and conflict resolution skills with a customer-centric approach.

Knowledge

Understanding of eCommerce workflows, including order processing, returns, and refund procedures.
Knowledge of Amazon and eBay’s policies, regulations, and best practices is a plus.

Education

High school diploma or equivalent required. Associate’s degree or higher is a plus.

Other Requirements:

Detail-oriented with the ability to manage multiple customer requests at once.
Positive attitude, professionalism, and a passion for delivering excellent service.