Customer Service & Payment Operations Specialist

Join Luzern eCommerce: Powering the Worlds Most Ambitious Brands

Step into the world of limitless possibilities with Luzern eCommerce where weve been redefining online retail since 2003. We partner with global icons like On Running Wella Nestlé Mattel Panasonic HTC and Philips to accelerate growth maximize margins and deliver exceptional customer experiences across Amazon top marketplaces branded webstores and social platforms.

Backed by significant investment were on a mission to dominate the global eCommerce space. With our award-winning team cutting-edge AI enabled Channel Optimizer platform and bold strategies were not just keeping up with the future of retailwere creating it.

Be part of one of the fastest-growing tech sectors where youll innovate collaborate and thrive in a business that values your individuality and ambition. Join Luzern eCommerce and be part of the next big chapter in retail history!

Tasks

About the Role

Were looking for a Customer Service & Payment Operations Specialist to deliver best-in-class support for our growing portfolio of eCommerce marketplaces & stores including Amazon Zalando Secret Sales and more.
This hybrid role combines exceptional customer service with a strong focus on payment operations ensuring a seamless post-purchase experience for our customers while safeguarding our business from payment risk.

Youll handle customer queries manage order disputes and investigate potentially fraudulent transactions using data-driven insights and defined scoring metrics to make sound operational decisions.

This is a full-time position based on a five-day working week that includes Saturday with one weekday off. On occasion there may be a requirement to work Sunday.
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Customer Service & Marketplace Operations**

• Manage customer enquiries across multiple marketplaces (Amazon Zalando Secret Sales branded stores etc.) via email and platform tools.
• Achieve and exceed defined SLAs and KPIs (response time resolution time satisfaction rating).
• Coordinate with internal teams (logistics warehouse operations) to resolve order delivery and return issues.
• Assist with end-to-end order management monitoring order flow resolving exceptions and liaising with relevant teams for resolution
• Maintain accurate customer records and case documentation within all systems.
• Represent the brand voice and values consistently across all customer touchpoints.

Payment & Fraud Operations

• Review and assess potentially fraudulent orders using internal tools scoring matrices and other data.
• Make confident hold/release decisions based on fraud indicators and payment trends.
• Monitor and manage payment disputes chargebacks and refund claims ensuring timely resolution.
• Collaborate with finance and marketplace compliance teams to report and mitigate fraud trends.
• Identify process gaps and propose improvements to reduce operational and payment risks.

Continuous Improvement

• Contribute to knowledge base documentation and internal SOPs.
• Support reporting and analysis of customer service metrics and fraud trends.
• Participate in cross-departmental projects to improve the end-to-end customer experience.

Requirements

What You Bring to the Role

• 2 years experience in Customer Service Payment Operations or Fraud Prevention ideally in an eCommerce or marketplace environment.
• Strong analytical mindset with the ability to interpret data and make informed decisions.
• Experience using Amazon Seller Central Zalando Partner Portal or similar platforms preferred.
• Excellent written and verbal English communication skills; additional languages an advantage.
• Familiarity with customer service software Order Management Systems (OMS) and fraud detection tools.
• Highly organized detail-oriented and comfortable working in a fast-paced multi-channel environment.

Your Key Attributes

• Customer-Obsessed: You put customer satisfaction and trust first.
• Analytical: You spot patterns and make decisions based on data not guesswork.
• Accountable: You own your SLAs follow through and deliver quality results.
• Adaptable: You thrive in a dynamic ever-evolving eCommerce landscape.
• Team Player: You collaborate cross-functionally to ensure smooth operations.

Benefits

What We Offer

• Competitive Compensation: Attractive salary package with benefits.
• Work-Life Balance: Competitive annual leave and flexible working arrangements.
• Growth Opportunities: Access to learning and development programs to enhance your skills.
• Culture and Environment: A fun inclusive and collaborative workplace.