Dispute Agent - Returns and Refunds (RR)
Job Description
Job Description:
- Oversee the inspection and quality checks of returned items, ensuring compliance with return policies and SOPs. Identify and escalate high-value or sensitive returns to the relevant teams
- Develop and conduct training sessions for RR warehouse staff to ensure proficiency in returns processing, SOP compliance, and dispute handling. Implement refresher courses regularly to address policy updates
- Handle and resolve disputes or escalation cases arising from return discrepancies. Liaise with customer service, business development, and external partners to investigate and address issues
- Leverage data analytics to track return rates, identify trends, and recommend process improvements. Monitor key performance metrics and provide regular reports to management
- Work closely with the RR Warehouse Operations Supervisor, warehouse teams, and cross-functional departments to streamline RR processes, reduce return/refund rates, and enhance customer satisfaction
Requirements:
- Minimum 1 years of experience in operations. Background in warehouse operations, quality assurance, or returns and refunds management preferred
- Minimally Diploma in Logistics, Supply Chain, Operations, or related fields
- Good leadership and team management skills
- Proficiency in warehouse management systems (WMS) and data analysis tools
- Excellent problem-solving and decision-making capabilities
- Strong communication skills for dispute resolution and stakeholder engagement
- Experience in e-commerce, logistics, or returns processing environments. Familiarity with cross-border returns and dispute management is an advantage
More Info
Key Skills
data analysis tools
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