Customer Service Specialist at Ron Heyman Agency providing personalized customer service and support. Identifying opportunities to cross - sell and assisting with customer inquiries in Phoenix, AZ.
About the role
- Customer Service & Payment Operations Specialist delivering best-in-class support for eCommerce marketplaces like Amazon and Zalando. Handling customer queries while focusing on payment operations and fraud prevention.
Responsibilities
- Manage customer enquiries across multiple marketplaces (Amazon, Zalando, Secret Sales, branded stores, etc.) via email and platform tools.
- Achieve and exceed defined SLAs and KPIs (response time, resolution time, satisfaction rating).
- Coordinate with internal teams (logistics, warehouse, operations) to resolve order, delivery, and return issues.
- Assist with end-to-end order management — monitoring order flow, resolving exceptions, and liaising with relevant teams for resolution.
- Maintain accurate customer records and case documentation within all systems.
- Represent the brand voice and values consistently across all customer touchpoints.
- Review and assess potentially fraudulent orders using internal tools, scoring matrices, and other data.
- Make confident hold/release decisions based on fraud indicators and payment trends.
- Monitor and manage payment disputes, chargebacks, and refund claims, ensuring timely resolution.
- Collaborate with finance and marketplace compliance teams to report and mitigate fraud trends.
- Identify process gaps and propose improvements to reduce operational and payment risks.
- Contribute to knowledge base documentation and internal SOPs.
- Support reporting and analysis of customer service metrics and fraud trends.
- Participate in cross-departmental projects to improve the end-to-end customer experience.
Requirements
- 2+ years’ experience in Customer Service, Payment Operations, or Fraud Prevention , ideally in an eCommerce or marketplace environment.
- Strong analytical mindset with the ability to interpret data and make informed decisions.
- Experience using Amazon Seller Central, Zalando Partner Portal , or similar platforms preferred.
- Excellent written and verbal English communication skills; additional languages an advantage.
- Familiarity with customer service software, Order Management Systems (OMS), and fraud detection tools.
- Highly organized, detail-oriented, and comfortable working in a fast-paced, multi-channel environment.
Benefits
- Competitive Compensation: Attractive salary package with benefits.
- Work-Life Balance: Competitive annual leave and flexible working arrangements.
- Growth Opportunities: Access to learning and development programs to enhance your skills.
- Culture and Environment: A fun, inclusive, and collaborative workplace.
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