Customer Service Specialist
Confidential employer
Responsibilities
1. Provide pre-sale and after-sale support to global consumers via Amazon buyer messaging, email , live chat, social media (Facebook /Instagram/TikTok) and ticketing systems.
2. Handle order inquiries, shipping/tracking issues, product setup & troubleshooting (printers, APP connectivity, consumables).
3. Process returns, refunds, replacements and warranty claims per SOP.
4. Support Amazon & DTC review management: respond to customer reviews and feedback within SLA.
Log and categorize customer issues; escalate product defects and recurring complaints.
5. Maintain the FAQ/knowledge base; contribute localized response templates.
Requirements
1. 1–3 years customer service experience, preferably in cross-border e-commerce (Amazon) or consumer electronics.
Fluent written English; Mandarin is a strong plus.
2. Familiar with Amazon seller operations and CRM/ticketing tools (Zendesk/Gorgias or similar).
Patient, detail-oriented, strong typing and problem-solving skills; comfortable with shift schedules to cover US/EU time zones.
3. Experience troubleshooting hardware/APP products is a plus.
4. College degree or above.
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