KEY RESPONSIBILITIES
1. Amazon Customer Complaint Management
- SLA & Policy Adherence: Monitor and resolve all customer messages via Amazon Seller Central within the mandatory 24-hour response SLA.
- Reputation & Feedback Control: Address negative product reviews, Order Defect Rate (ODR) spikes, and buyer feedback disputes following Amazon policy guidelines to safeguard seller metrics and brand health.
- Cross-Functional Resolution: Collaborate with logistics and warehouse teams to resolve delivery delays, transit damages, and mis-shipments.
- Escalation & Tracking: Maintain daily internal complaint trackers to ensure end-to-end resolution; flag recurring issues (e.g., return frauds, recurring transit damage) for root cause analysis.
2. Amazon Safety Claims
- Safety Protocol Execution: Identify, log, and escalate safety-related incidentssuch as electrical hazards, missing safety compliance, or physical damage—reported via customer channels.
- Documentation & Filing: Prepare and file formal safety claims on Amazon Seller Central, attaching evidence packages (buyer logs, photos,
order data, QA reports).
- Listing & Account Protection: Partner with QA and Product teams to investigate incidents and submit response packages within Amazon’s required deadlines to prevent listing suppressions.
- Audit Readiness: Maintain an up-to-date Safety Claims Register detailing incident timelines, resolution status, and platform correspondence.
3. Amazon A-to-Z Guarantee Claims
- Dashboard Monitoring: Track the A-to-Z claim dashboard daily for real-time visibility and rapid intervention.
- Evidence & Dispute Management: Investigate incoming claims by cross-referencing tracking data, courier Proof of Delivery (POD), and message logs; submit structured rebuttals within 3 calendar days.
- Financial & Metric Reconciliation: Coordinate with finance for valid refund processing while maintaining the account's A-to-Z Claim Rate strictly below the $1%$ threshold.
- Reporting: Generate month