E-commerce Support Specialist

We are looking for a highly motivated and detail-oriented Return and Refund Support Agent to join our customer support team for a major e-commerce platform. This role focuses on handling return and refund-related inquiries, ensuring timely and effective resolutions in line with platform policies, and delivering excellent service to customers and sellers.

Key Responsibilities:

• Handle customer and seller inquiries related to returns and refunds via chat, email, or phone.
• Review and process return/refund requests based on company guidelines and policies.
• Coordinate with internal teams (e.g., logistics, payments) to resolve issues and follow up on escalations.
• Communicate clearly with users about the status of their requests and expected resolutions.
• Investigate and resolve disputes between buyers and sellers in a fair and timely manner.
• Maintain accurate records and documentation of all interactions and resolutions.
• Identify trends in complaints or requests and provide feedback for process improvement.
• Meet performance targets including response time, resolution rates, and customer satisfaction scores.

Qualifications:

• Bachelor's degree in any field
• At least 1 year of experience in customer support, preferably in e-commerce or logistics.
• Excellent written and verbal communication skills in English.
• Strong problem-solving and analytical skills.
• Customer-focused mindset with empathy and patience.
• Ability to handle high volumes of requests efficiently and accurately.
• Familiarity with ticketing systems is a plus.
• Flexibility to work in shifts, including weekends or holidays if required.

Preferred Skills:

• Background in returns/refunds, order processing, or dispute resolution.
• Knowledge of online shopping platforms and common customer service procedures.
• Experience supporting both customers and third-party sellers.

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Job Type: Full-time

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance

Ability to commute/relocate:

• Silay: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Work Location: In person