Customer Service & Payment Operations Specialist

Join Luzern eCommerce: Powering the World’s Most Ambitious BrandsStep into the world of limitless possibilities with Luzern eCommerce, where we’ve 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, we’re on a mission to dominate the global eCommerce space. With our award-winning team, cutting-edge AI enabled Channel Optimizer platform, and bold strategies, we’re not just keeping up with the future of retail—we’re creating it.Be part of one of the fastest-growing tech sectors, where you’ll 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!TasksAbout the RoleWe’re 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.You’ll 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.**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 resolutionMaintain accurate customer records and case documentation within all systems.Represent the brand voice and values consistently across all customer touchpoints.Payment & Fraud OperationsReview 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 ImprovementContribute 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.RequirementsWhat You Bring to the Role2+ 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 AttributesCustomer-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.BenefitsWhat We OfferCompetitive 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.