Customer Experience Specialist

CUSTOMER EXPERIENCE SPECIALIST
Employment Type: Full Time
Schedule: Night Shift

JOB DESCRIPTION:
Provides an excellent online shopping experience to all customers across all marketplaces by resolving
issues through timely responses to customer emails, inbound and outbound calls, voicemails, and live
chat. He/she will also perform special projects designated by the Team Manager.

RESPONSIBILITIES:
● Provides customer service for Amazon 2P and 3P accounts and monitors their performance on
Amazon.
● Represents the brands to which he/she is assigned and familiarizes themselves with each brand’s
online selling policies.
● Ensures that assigned brands achieve excellent performance ratings on Amazon and other
marketplaces.
● Addresses customer queries related to orders processed through Amazon, the company's
website, and physical stores by coordinating primarily with the Supplier Management group, as
well as the Listings, Inventory, Pricing, and Warehouse Teams.
● Provides customers with shipment status updates.
● Confirms, cancels, and processes refunds for orders as needed.
● Sends out notifications for order delays.
● Coordinates with shipping carriers to investigate lost packages and defective product claims.
● Builds customer trust and earns positive feedback.
● Updates internal tools, such as spreadsheets.
● Helps maintain excellent metrics on Amazon and other marketplaces.
● Handles special projects assigned by the Manager.
● Supports the Customer Service Manager and acts as the point of contact in the absence of the
Manager or when needed.

ESSENTIAL REQUIREMENTS:
Graduate of any Business or IT-related courses or Statistics
- With advanced knowledge of MS Excel formulas, functions, and shortcuts
- Good communication skills
- Good analytical skills
- Must be a team player
- If with experience, must not be a hopper (with less than a year tenure per employment)
- Fresh graduates are welcome
- If the candidate is an undergraduate, they must have solid work experience for at least 2 years
- Willing to work on-site at night shift schedule
- Willing to work on weekends and during PH Holidays
- Willing to commit to work and stay with us for 2-3 years

● Confident in speaking American English and good at writing emails
● Ability to multitask
● Good computer skills and knows how to navigate the internet
● Good Attendance record in previous employment
● Great contributor even on matters outside his/her scope
● Detail-oriented and highly organized
● Can work on the night shift.
● Willing to work on weekends with a rotational schedule