Job Description

Roles & Responsibilities

• Key Responsibilities
• Customer Communication
  • Respond to customer messages, questions and complaints through Amazon, Noon and other marketplace platforms.
  • Ensure all customer messages are answered within required marketplace response-time SLAs.
  • Provide clear, professional and accurate responses.
• Handle queries relating to:
  • Order status
  • Delivery delays
  • Tracking
  • Missing packages
  • Incorrect products
  • Damaged products
  • Cancellations
  • Returns
  • Refunds
  • Product-related questions
• Order Issue Resolution
  • Investigate delayed, lost, cancelled or incorrectly delivered orders.
  • Review order history, tracking information and internal system data before responding.
  • Coordinate with the logistics and operations teams to obtain accurate updates.
  • Follow up on orders that are approaching or exceeding their expected delivery dates.
  • Escalate high-risk or unusual cases to the relevant team.
• Returns & Refunds
  • Review return and refund requests and determine the appropriate resolution.
  • Ensure refunds are issued correctly and only where appropriate.
  • Investigate cases where customers claim non-receipt, damage or incorrect items.
  • Track repeat refund issues and identify possible operational problems.
  • Help prevent unnecessary refunds through proactive communication and problem resolution.
• Marketplace Performance
• Assist in maintaining strong marketplace customer-service metrics, including:
  • Response-time compliance
  • Order Defect Rate
  • Negative feedback
  • A-to-Z Guarantee Claims
  • Late delivery-related complaints
  • Cancellation-related complaints
  • Monitor cases that could negatively affect seller account health.
  • Escalate potentially serious marketplace complaints immediately.
  • Assist with responses to Amazon claims, disputes and customer escalations.
• Feedback & Reviews
  • Monitor negative seller feedback and customer complaints.
  • Investigate the reason behind negative feedback.
  • Where permitted by marketplace policy, contact customers to resolve their concern.
  • Identify recurring reasons for poor customer experience and report them to management.
  • Coordinate internally to reduce repeated complaints.
• Logistics Coordination
  • Work closely with the logistics team regarding shipment delays, failed deliveries and lost shipments.
  • Follow up with courier partners where required.
  • Help determine whether delays are caused by supplier, warehouse, courier or marketplace issues.
  • Ensure customers receive realistic and accurate delivery updates.
• Internal Coordination
• Coordinate with:
  • Marketplace Operations
  • Logistics
  • Purchasing
  • Catalog
  • Finance
  • Management
  • Raise internal cases when customer issues require investigation by another department.
  • Follow cases through to completion rather than simply forwarding them.
• Reporting
  • Maintain reports on major customer-service issues.
• Track key reasons for:
  • Refunds
  • Returns
  • Cancellations
  • Delivery complaints
  • Lost shipments
  • Damaged products
  • Incorrect products
  • Negative feedback
  • Highlight recurring problems and recommend corrective actions.
  • Identify products, suppliers, couriers or processes generating unusually high complaint rates.
• Requirements

Desired Candidate Profile

• 1–3+ years of experience in customer service, e-commerce or marketplace operations.
• Experience with Amazon Seller Central is strongly preferred.
• Excellent written English.
• Strong communication and problem-solving skills.
• Good Microsoft Excel skills.
• Comfortable working with order-management systems and large numbers of daily orders.
• Strong attention to detail.
• Ability to investigate an issue before responding rather than relying on assumptions.
• Ability to prioritize urgent cases and manage a high volume of customer queries.
• Professional and calm communication style, including when dealing with difficult customers.

Preferred Experience

Experience with any of the following would be an advantage:

• Amazon Seller Central
• Amazon A-to-Z Guarantee Claims
• Amazon buyer messaging
• Noon Seller Lab
• E-commerce order management systems
• Courier and logistics coordination
• Returns and refunds management
• Cross-border e-commerce
• Marketplace account-health metrics
•