Monitor and respond to buyer messages to assist with purchases, product information, shipping concerns, and returns inquiries.
Manage and resolve marketplace inquiries, return requests, and refund denials, to protect seller funds and status, ensuring accurate, well-documented submissions.
Assist in reporting and insights on reason for contact, return reasons, outcomes, trends, and opportunities for improved response time rates.
Conduct trend and root cause analysis to identify recurring issues, recommend solutions, and strengthen processes.
Handle customer inquiries by CRM, telephone, email, online chat, online Q&A, and any other relevant means of communication with buyers and our Customers.
Answer inquiries through full understanding and clarity of buyer needs by researching, locating, and providing appropriate information and service.
Suggest solutions, offering troubleshooting, when a product malfunctions.
Take ownership of achieving individual and customer performance targets and KPIs, ensuring accountability for all required SLA standards.
Escalate critical buyer or Customer inquiries and issues to the appropriate internal team or leadership.
Improve customer service quality results by working with the leadership team to respond with processes and prompts that improve service metrics.

Minimum of 2-3 years of experience in e-commerce, online sales, customer service, or equivalent.
Strong attention to detail and ability to identify errors or process gaps.
Knowledge of online marketplaces (Amazon, eBay, Walmart, etc).
Must have strong written and verbal communication skills.
Must have excellent interpersonal skills with the ability to work efficiently and effectively within a collaborative, cross-functional environment.
Proficiency in Microsoft Office or Google Workspace, including Excel or Sheets, plus the ability to quickly learn and work with new systems and software.
Ability to work independently and collaboratively in a fast-paced environment.
Experience with CRM Platforms, such as Zendesk.
Experience with troubleshooting/tech support is a plus.

Customer Service Representative – Service Level 2

Key skills