Customer Service Representative II – Amazon Negative Review Management in Awesome CX by Transcom

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Customer Service Representative II – Amazon Negative Review Management for our Awesome CX by Transcom Davao site. This role is responsible for monitoring and identifying negative reviews on the Amazon platform, proactively contacting customers, and assisting them in resolving issues encountered during product use. Through effective communication and problem resolution, enhance customer satisfaction and encourage users to voluntarily update their reviews after issues are resolved,

thereby maintaining brand reputation and product image, and supporting the long-term healthy development of the business.

Join our Awesome CX by Transcom Family as a Customer Service Representative - Amazon Negative Review Management!

• Monitor and identify negative reviews on Amazon, proactively reach out to customers via email/phone to understand issues and provide effective solutions
• Track complaint resolution progress to ensure customer satisfaction, and (within policy guidelines) guide customers to voluntarily update/modify their reviews
• Report recurring product/service issues from reviews with improvement suggestions, and escalate critical anomalies promptly
• Stay updated on Amazon’s review policies and refine handling procedures/communication strategies continuously
• Monitor Amazon negative reviews, locate customers through multiple channels, proactively and promptly follow up via phone or email, identify policy-violating reviews, and report them through appropriate channels
• Be familiar with brand product information, and based on Amazon policies and internal after-sales rules, flexibly handle customer issues according to product importance and operational team needs, providing timely and reasonable solutions
• Ensure issues are properly resolved, and guide users to voluntarily update or modify reviews in compliance with policies
• Continuously summarize experience in negative review handling, accumulating methods and best practices
• Keep up to date with Amazon review and feedback policies, adjusting follow-up strategies as needed to ensure compliant and efficient handling
• Identify anomalies promptly and escalate them to the Rating maintenance team following the feedback mechanism
• Provide improvement suggestions on proactive service, product issues, and service processes to support product and service optimization and strategy adjustments

• Minimum 3 years of experience in customer service or e-commerce industry, with at least 1 year in Tier 2 support. Candidates with Amazon platform or other e-commerce platform experience will be given priority.
• Min. Degree holder or above, Excellent written (email) and verbal communication skills with strong customer service orientation. Results-driven with proven problem-solving abilities and customer relationship management skills.
• Proficiency in English communication is required.
• Thorough understanding of Amazon's review system and after-sales policies, with demonstrated ability to identify negative reviews and initiate customer outreach.
• Crisis management awareness with ability to proactively identify issues requiring timely escalation
• Data driven oriental person. Knows how to find the issues/problems thru data , have abilities to provide advice to upper leaders.
• Crisis management awareness with ability to proactively identify issues requiring timely escalation.
• Salesforce experienced preferred