E-Commerce Customer Service Specialist

2 days ago

Lahore, Punjab, Pakistan Zanbeel Private Limited UK Full time
Job Description:

We are a fast-growing e-commerce business operating on Amazon, eBay, and other marketplaces in UK and USA . We are looking for a highly motivated, detail-oriented, and tech-savvy Customer Service Specialist to join our team.

The ideal candidate will have excellent English communication skills, strong analytical ability, and a passion for solving problems. You'll be handling customer service inquiries, returns, disputes, and account health across multiple marketplaces.

Key Responsibilities:

  • Handle customer inquiries, messages, and cases across Amazon and eBay
  • Communicate clearly and professionally with customers in written English.
  • Respond to customer questions regarding orders, shipping, returns, refunds, and product information.
  • Manage return requests, and coordinate with couriers .
  • Analyze customer cases, order data, and account health metrics to identify issues and resolve disputes quickly.
  • Proactively handle Amazon A-to-Z claims, eBay Item Not As Described (INAD) cases, return disputes, cancellations, and feedback.
  • Monitor account health on Amazon and eBay, including Order Defect Rate (ODR), Customer Service Metrics, and Seller Performance Standards.
  • Collaborate with internal teams (warehouse, fulfillment, suppliers) to ensure smooth operations.
  • Document customer service processes and contribute to the development of SOPs for future growth.
  • Stay updated on Amazon, eBay, and marketplace policy changes to ensure full compliance.

Key Requirements:

  • Excellent English communication skills (written).
  • Strong analytical and problem-solving skills — ability to analyze situations and recommend effective solutions.
  • Tech-savvy — comfortable using online tools, spreadsheets, and marketplace platforms.
  • Familiarity with Amazon Seller Central, eBay Seller Hub, and their dispute resolution systems would be preferred
  • Experience managing returns and coordinating with couriers.
  • Strong attention to detail and organizational skills.
  • Ability to work independently, manage multiple tasks, and meet deadlines.

Benefits:

  • Competitive salary
  • Performance bonuses
  • Flexible working hours (Both US and UK shifts available)
  • Long-term growth opportunities
  • Supportive team and ongoing training

Applicants from Johar Town and nearby areas will be preferred.

Job Specification:
  • Excellent English communication skills (written).
  • Strong analytical and problem-solving skills — ability to analyze situations and recommend effective solutions.
  • Tech-savvy — comfortable using online tools, spreadsheets, and marketplace platforms.
  • Familiarity with Amazon Seller Central, eBay Seller Hub, and their dispute resolution systems would be preferred
  • Experience managing returns and coordinating with couriers.
  • Strong attention to detail and organizational skills.
  • Ability to work independently, manage multiple tasks, and meet deadlines.
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