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Shopee

Return & Refund Frontline Team Lead - Shopee

Shopee
Vietnam
Fresher

This job is no longer accepting applications

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  • Posted 3 months ago

Job Description

Job Description:

  • Oversee and manage all Return & Refund (R&R) cases for both buyers and sellers, ensuring timely and accurate resolution in accordance with company policies
  • Provide expert guidance and decision-making support to agents when handling complex, sensitive, or high-impact cases
  • Monitor and manage agent performance based on defined KPIs, including productivity, quality, turnaround time, and customer satisfaction
  • Conduct regular coaching, feedback, and performance improvement sessions to enhance agent skills in case handling, communication, and policy knowledge.
  • Escalate critical or exceptional cases to relevant stakeholders or upper management when necessary
  • Coordinate cross-functionally with Operations, Quality, Policy, and Product teams to ensure alignment and continuous improvement of processes
  • Analyze case trends and operational insights to identify root causes and recommend process or policy enhancements
  • Ensure compliance with internal guidelines and maintain consistent decision-making across the team

Requirements:

  • Bachelor's Degree
  • Previous experience in customer service, call centers, case management or related experience in a similar role.
  • Good communication skills reading, speaking, and writing (Thai &English)
  • Strong critical and logical thinking skills
  • Ability to work in shifts (5 days per week)

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Customer Service
Employment Type:
Full time

About Company

Shopee

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 135131395

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Last Updated: 30-01-2026 06:16:22 PM
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