Hybrid Customer Service – Payment Operations Specialist

Posted 3 weeks ago

Apply now

About the role

  • 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.

Job title

Customer Service – Payment Operations Specialist

Job type

Experience level

JuniorMid level

Salary

£35,000 - £42,000 per year

Degree requirement

Bachelor's Degree

Location requirements

Report this job

See something inaccurate? Let us know and we'll update the listing.

Report job