Customer Service Operation

About the role

Customer Service Operations Return & Refund is responsible for handling and managing return/refund cases across Shopee and TikTok Shop, ensuring all refund-related data and documentation are complete and accurate. The role also handles dispute/appeal processes to secure appropriate compensation, investigates potential buyer fraud, coordinates with relevant teams, and monitors recurring issues to support operational improvements.

Key responsibilities

• Verify & proceed with return refund request (market place) within a day
• Identify the correct issue category based on refund request reason and evidence from buyer
• Negotiate with buyers to reach a fair and appropriate resolution or compensation
• Collect supporting evidence such as photos, videos, order details, tracking information, and chat history for appeal/dispute submission within a day
• Coordinate with External teams (Warehouse, Logistics, MPO) and related teams to validate cases
• Follow up on pending cases and ensure customers receive timely updates
• Monitor recurring R/R issues and report potential operational or product problems
• Managing weekly report

About you

• Experience in Customer Service, After Sales, Return & Refund in E-commerce system (min 1 year)
• Familiar with e-commerce platforms such as TikTok Shop / Shopee
• Strong negotiation and problem-solving skills, with the ability to communicate with buyers and negotiate appropriate compensation or resolutions
• Good communication skills with basic English
• Basic knowledge of Microsoft Excel / Google Sheets
• Willing to work with case based targets/KPIs and follow established SOPs and marketplace policies