E-commerce Customer Service Representative (Amazon After-Sales Support) Location: 6th of October City, Egypt Salary: 15,000 EGP Net + 500 EGP KPI Performance Bonus About the Role We are looking for a professional E-commerce Customer Service Representative to join our growing team. In this role, you will provide exceptional after-sales support for Amazon customers by handling inquiries, complaints, returns, refunds, and escalations while maintaining high customer satisfaction and reducing unnecessary return rates. If you have excellent English communication skills, strong problem-solving abilities, and experience in customer service or e-commerce, we'd love to hear from you. Key Responsibilities Handle customer inquiries via Amazon Buyer-Seller Messaging and phone support. Resolve customer complaints professionally while maintaining high customer satisfaction. Process return and refund requests in accordance with Amazon policies and company guidelines. Analyze customer concerns, order details, and product issues to provide efficient and cost-effective solutions. Negotiate with customers by offering troubleshooting assistance, replacements, or partial refunds whenever appropriate to minimize unnecessary returns. Manage escalated cases, including negative feedback, A-to-Z claims, and customer disputes. Maintain accurate documentation of customer interactions and update internal tracking systems. Coordinate with warehouse and logistics teams regarding returned, damaged, or replacement products. Monitor recurring customer and product issues and report trends to management. Achieve performance targets including response time, resolution rate, customer satisfaction, and return/refund reduction KPIs. Requirements Previous professional work experience is mandatory (applications from candidates without prior work experience will not be considered). Fluent spoken and written English with clear, professional phone communication skills. Previous experience in customer service is required. Experience in Amazon Customer Service or e-commerce after-sales support is highly preferred. Excellent complaint handling, negotiation, and conflict resolution skills. Ability to remain calm, empathetic, and professional when dealing with challenging customers. Familiarity with Amazon return, refund, and dispute resolution processes is an advantage. Strong organizational skills with the ability to manage multiple tasks simultaneously. Self-motivated with the ability to work independently. Strong learning mindset and willingness to continuously expand product and platform knowledge. High attention to detail and accuracy. Compensation & Benefits15,000 EGP Net Monthly Salary500 EGP Monthly KPI Performance Bonus Social Insurance Medical Insurance Professional and supportive work environment Career growth and development opportunities Ongoing training and coaching