E-Commerce Account Health Specialist

2 weeks ago

Manila, National Capital Region, Philippines VidaXL International (HK) Limited Full time ₱900,000 - ₱1,200,000 per year

In this role, you'll collaborate closely with our customer service, sales, and operations teams to not only meet but exceed each platform's requirements. You'll help prevent account health issues and create a smooth, engaging customer journey that boosts conversions and encourages repeat business. Your contributions will be key to our success

Key Responsibilities

  • Monitor key account health metrics (e.g., order defect rate, late shipment rate, customer feedback, returns) for 3rd party sales channels. (ex: Amazon, eBay, ManoMano etc.)
  • Identify and resolve potential account health issues before they escalate.
  • Analyze the CS related KPI's and the reasons behind it and communicate the pain points and your improvement proposal with CS and Sales AM.

  • Ensure compliance with marketplace policies and standards.

  • Track and report on customer service KPIs such as response times, resolution rates, and customer satisfaction scores, NPS, Claim rate etc.

  • Work with the CS team to ensure timely, accurate, and customer-focused responses.

  • Manage escalated cases and complex customer issues to achieve positive outcomes.

  • Identify trends and patterns in customer inquiries, returns, and feedback to improve product descriptions, quality, or after-sales support.

  • Recommend and implement process improvements to enhance customer satisfaction and operational efficiency.

  • Keep up to date with marketplace policy changes and best practices.

Skills & Experience

  • Analytical mindset with ability to interpret data and make actionable recommendations.
  • Proven experience managing performance metrics on Amazon, eBay, ManoMano, or similar marketplaces.
  • Strong understanding of marketplace policies, account health requirements, and dispute resolution processes.
  • Experience in e-commerce customer service

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