Operations - Return & Refund Supervisor

DepartmentOperations

LevelExperienced (Team Lead)

LocationIndonesia - Jakarta

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products.
The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates.
The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Browse our Operations team openings to see how you can make an impact with us.
- Daily manage return operations, detect loopholes & continuously improve the return processes
- Plan and balance resources according to workloads & monitor backlogs cases of return/refund operations
- Provide coaching and guidance for Senior/Team Lead
- Able to communicate and solve any dispute or escalation cases obstacles when raised
- Perform additional duties where needed

**Requirements**:

- Experience in handling disputes is essential, knowledge of e-commerce returns is a plus
Strong decision making and ability to resolve customer problems
- Good at communication, negotiation abilities & problem solving skill
- Result-oriented & ability to deal with backlogs using data to catch the issue symptoms