Amazon Account Specialist

6 hours ago

Makati Central Post Office P, Philippines BTL DIFFUSION Full time ₱336,000 - ₱396,000 per year

Job Description

BTL Diffusion, the company behind international brands like Cloud b, BabyToLove, and Little Big Friends, is dedicated to transforming daily life with innovative childcare products, early learning toys, and decorative items that foster creativity and development in children.

As the Amazon Account Specialist & Customer Service Manager at BTL Diffusion, you will manage backend operations and compliance for our Amazon stores while supervising customer service across Amazon and Shopify. This dual role ensures smooth platform performance, regulatory compliance, and excellent post-purchase support.

Main Responsibilities

Customer Service Manger

  • Manage and handle all customer service operations across Zendesk, Amazon messages, Shopify inbox, and live chat, ensuring every inquiry is resolved promptly, accurately, and with genuine empathy.
  • Take full ownership of customer communication, handling returns, refunds, tracking issues, and dispute resolutions while maintaining a positive brand experience for every customer.
  • Ensure service excellence by maintaining consistent processes, applying company SOPs, and monitoring response times, resolution quality, and customer satisfaction levels.
  • Collaborate closely with inventory, marketing, and fulfillment teams to resolve order issues, align operations, and deliver a seamless post-purchase experience.
  • Maintain and analyze service dashboards to monitor key metrics, identify trends, and recommend actionable improvements in performance and service delivery.
  • Maintain and continuously improve knowledge by listening to customer concerns, monitoring feedback patterns, and staying updated with company policy changes — ensuring a high-quality, customer-focused service.

Amazon Operations & Compliance

  • Oversee End-to-End Account Operations: Manage daily Amazon Seller Central workflows including listing maintenance, variation setup, Buy Box monitoring, and fulfillment accuracy across marketplaces.
  • Drive Account Health & Compliance: Monitor account health metrics, handle policy cases, and ensure all listings meet Amazon's content, compliance, and safety standards.
  • Lead FBA Issue Resolution: Troubleshoot suppressed listings, stranded inventory, shipment discrepancies, and enforcement alerts—ensuring minimal downtime and swift resolution.
  • Coordinate with Logistics & Support Teams: Partner with fulfillment and logistics teams to manage low stock, shipping delays, and case escalations with Amazon Seller Support.
  • Analyze & Report Performance Trends: Review performance data, returns, and feedback trends to identify root causes and implement continuous improvements in operations and compliance.

What We Are Looking For (Ideal Candidate Profile)

Experience Necessary: At least 2 years of experience managing or supporting Amazon Seller Central accounts.

Tools Knowledge: Familiar with Zendesk, Amazon Seller Central, Excel, , and reporting dashboards.

Problem Solver: Able to handle listing, policy, and customer issues independently and proactively.

Organized: Strong ability to track multiple ASINs, cases, and service tickets simultaneously.

Communication Skills: Fluent in English with professional written communication.

Working Environment

  • Be part of a passionate team managing world-renowned brands.
  • On-site work in Makati.
  • Night Shift: 8PM – 5AM or 10PM-7AM PST time zone.

Experience:

  • Amazon Seller Central / Seller Support: 2 years (Required)

Job Type: Full-time

Pay: Php28, Php33,000.00 per month

Experience:

  • Amazon Seller Central / Seller Support: 2 years (Required)

Work Location: In person

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