Amazon Customer Service and Operations Associate

Permanent Employee, Part-time, Remote, PST Shift
Monthly Net Salary: ₱40,000 to ₱50,000

Job Summary:

We’re looking for a motivated, customer-first individual to join our team as an Amazon Customer Service and Operations Associate. In this role, you’ll be instrumental in managing customer inquiries, cultivating positive reviews, mitigating negative feedback, and supporting various operational initiatives. Your primary focus will be delivering top-tier customer service while also ensuring smooth day-to-day operations across platforms.

Responsibilities:

  • Customer Support: Manage and respond to customer inquiries via Gorgias within 12 hours, ensuring timely, professional, and solutions-oriented communication. Track all responses and follow-ups to maintain high customer satisfaction.

  • Negative Review Management: Monitor and log negative reviews. Proactively reach out to customers, resolve concerns, and turn negative experiences into positive outcomes.

  • Amazon Review Engagement: Engage with customers who leave feedback on Amazon and other platforms. Encourage positive reviews and address any issues while keeping detailed records of interactions.

  • Amazon Returns: Process return requests via Gorgias, phone, and SMS. Provide efficient and empathetic support to ensure smooth resolutions.

  • Case Submissions: File and track cases for negative reviews that violate Amazon’s guidelines, working to have them removed where appropriate.

  • Review & Data Logging: Maintain comprehensive trackers and spreadsheets for all review and feedback-related activities to support transparency and reporting.

  • Marketing & Operations Support: Assist with review cultivation, mitigating negative feedback, and ad hoc tasks across marketing and operations.

  • Monthly Review Uploads: Select and upload Amazon reviews to Stamped.io. Coordinate with the shop team to update Product Detail Pages (PDPs) accordingly.

  • Competitor Takedown: Identify competitors using black hat techniques in key product categories and submit cases through Amazon support to help ensure fair competition in the BSR rankings.

Requirements:

  • Experience using Amazon Seller Central, Gorgias, Google Suite, or similar platforms.

  • Strong organizational skills with a proven ability to multitask and manage detailed documentation.

  • Excellent written and verbal communication skills.

  • A proactive, customer-focused approach with a passion for delivering positive outcomes.

  • Familiarity with review management and case submission processes.

  • Prior experience in e-commerce operations or customer service roles is preferred.