Responsible for managing end-to-end refund and return processes across eCommerce platforms, ensuring accurate processing and timely customer communication.
Review customer requests, verify eligibility, and process refunds or exchanges accurately.
Coordinate closely with the Warehouse team to track returned items, confirm product condition, and ensure timely resolution.
Monitor return status and update customers throughout the process.
Maintain accurate records of return and refund transactions in internal systems.
Identify recurring return issues and report trends to improve operations and customer experience.
Moderate all customer inquiries and reviews across eCommerce platforms.
Handle partner reviews and promptly respond to email queries related to eCommerce operations.
Use eCommerce tools and platforms efficiently to deliver accurate information and exceptional service.
Proactively identify and report system issues, process gaps, and customer feedback trends to management.

Bachelor's degree preferred.
Intermediate level proficiency in English (Speaking, Reading, and Writing).
Excellent communication skills, both spoken and written.
Minimum of 1 year of relevant customer service experience, including phone and email support.
Strong internet navigation and troubleshooting skills.
Proficiency in MS Office applications.
Flexibility in work schedule; ability to work shifts outside of normal business hours.
Strong multitasking abilities with proficiency in chat response, email and computer skills
Previous experience working in a customer service or call center environment preferred.
Ability to work under pressure in a fast-paced work environment while maintaining consistency.

Career development opportunities within a leading eCommerce company.
Benefits packages include Health, Life, Dental insurance
Hybrid working environment (One day a week Work-from-Home)
16 days of Annual Leave and 3 days of Business Leave to ensure time for rest and personal commitments.

Customer Service Associate

Key skills