Amazon Customer Service Virtual Assistant

We are seeking an experienced Amazon Customer Service professional to drive top-line sales growth by managing and improving upon all aspects of our Amazon customer service program. We view personalized and responsive customer service as foundational components of our customer acquisition and retention strategy. As the company’s sole Amazon Customer Service representative, you are our primary ambassador to the world and first line of defense, directly impacting our brand’s strength and reputation through your superior written and verbal communication skills. You are a highly organized self-starter, comfortable operating with minimal supervision and ready to assume personal ownership over all things Amazon customer service.

Key tasks for this role include:
-Minimizing the negative impact of poor reviews by writing personalized responses to each and every negative review received
-Winning back customer trust and remove negative reviews by engaging customers one-on-one on their complaint, resolving their issue and where appropriate offering them an incentive for removing the review
-Working directly with Amazon customer service and our account manager to remove negative reviews as required and to ensure all customer service information is presented accurately within our Amazon listings
-Improving the overall quality of reviews received by managing our Feedback Genius account and continually A/B testing review request emails
-Answering customer service questions posted within the FAQ section
-Tracking and report on a weekly basis a roll-up of all reported late deliveries, returns, and product quality issues
-Staying up-to-date on Amazon Seller trends and tactics by reading everything you can from sites such as Ecommerce Fuel and Million Dollars Sellers Association
-Working closely with the other members of our Amazon team to ensure our store is synchronized across functions, i.e. product listings, advertising & pricing, customer service etc.

Our ideal candidate will possess the following skills, experience, and attributes:
-Prior customer service experience with a US-based Amazon brand doing all of the aforementioned tasks above
-Fluent written and verbal English
-Empathetic; superior listening skills
-Natural salesperson on phone, chat, and email
-Project management skills and experience
-Sense of humor