Return Management Associate

Tudoholic; Nirsa; On-site; INR 250,000 - 413,000; Full time

Job summary

Tudoholic in Kathmandu is seeking a Return Management Associate to handle live e‑commerce returns, explain policies to customers, and coordinate pickups while keeping customers informed throughout the process.

You will coordinate with logistics partners, track shipments, process refunds, and maintain clear records, gaining hands-on experience in reverse logistics and after-sales operations.

Qualifications

• Graduate or undergraduate in any discipline, with willingness to learn customer service and e-commerce operations.
• Clear communicator with good interpersonal skills and the patience to handle customer concerns professionally.
• Detail-oriented: you can check policies, order details, refund records, shipment status, and customer notes accurately.
• Comfortable with Microsoft Excel and Google Sheets, and able to maintain simple trackers and return records.
• Organised under pressure: you can manage multiple return cases, prioritize workload, and work efficiently with a team.
• Typing speed above 40 WPM is preferred, especially for fast customer updates and record keeping.

Responsibilities

• Return requests: receive, review, and process product return requests from customers according to company policy.
• Eligibility checks: verify return eligibility, explain return procedures, and guide customers through the required steps.
• Pickup coordination: coordinate return pickups through third‑party logistics partners and follow up on pending pickups or delivery updates.
• Shipment tracking: track return shipments and keep customers updated on return status and next steps.
• Refund support: process refund requests accurately and on time, with clear documentation and internal coordination.
• Customer communication: explain policies clearly, assist with size‑related return concerns, and maintain a professional tone in every interaction.
• Return analysis: call and review returned shipments, maintain records, identify patterns, and report recurring issues to the team manager.

Skills

Clear communicator

Detail-oriented

Organised under pressure

Typing speed 40 WPM

Customer service awareness

Education

Graduate or undergraduate in any discipline

Tools

Microsoft Excel

Google Sheets

Job description

About Us

Nexora Commerce Pvt. Ltd. is the company building the technology, data, and operating systems behind Tudoholic — one of Nepal’s largest fashion and lifestyle e‑commerce operations.

We run a high‑velocity, cash‑on‑delivery model: products are discovered, sourced from international markets, imported, quality‑checked, dispatched, delivered, and sometimes returned. A return is not just a reverse shipment; it is a moment where customer trust can either weaken or become stronger.

What makes the next phase different is service discipline. As Tudoholic grows, returns need clear policies, accurate records, timely pickups, clean refund handling, and communication that keeps customers calm and informed.

The Founder’s Story

Ten years ago, Tudoholic started with a small number of orders and a simple promise: make online shopping more trustworthy for customers in Nepal. Today, we move roughly a thousand orders a day, and every order still carries that same promise.

Returns are where that promise is tested. When a product does not fit, a customer has a concern, or a shipment needs to come back, the experience has to feel fair, clear, and properly handled.

That is why we are looking for people who are patient, accurate, good with customers, and willing to bring order to a process that directly affects trust.

Founder & CEO, Nexora Commerce Pvt. Ltd.

Role 10

Return Management Associate

Reports to: Returns / After‑Sales Lead | Team: Returns & Customer Support | Location: Kathmandu | Level: Associate

What You’d Be Walking Into

• A live e‑commerce operation, where every return request needs clear review, customer communication, logistics coordination, and timely resolution.
• A customer-facing role: you will speak with customers, explain return and refund policies, clarify issues, and keep people updated through the process.
• A coordination-heavy workflow: customers, logistics partners, internal teams, refund records, return pickups, and shipment status all need to stay connected.
• A strong learning path: hands‑on exposure to customer service, reverse logistics, refunds, reporting, and e‑commerce operations.

The Mission

The mission is to make returns smooth, accurate, and fair for customers while keeping the internal process disciplined. That means reviewing return requests, checking eligibility, coordinating pickups, tracking shipments, processing refunds, and keeping records clean.

We are looking for a Return Management Associate with good communication skills, attention to detail, and the ability to manage multiple return cases in a fast‑paced environment without losing the customer’s trust.

What You’ll Own

• Return requests: receive, review, and process product return requests from customers according to company policy.
• Eligibility checks: verify return eligibility, explain return procedures, and guide customers through the required steps.
• Pickup coordination: coordinate return pickups through third‑party logistics partners and follow up on pending pickups or delivery updates.
• Shipment tracking: track return shipments and keep customers updated on return status and next steps.
• Refund support: process refund requests accurately and on time, with clear documentation and internal coordination.
• Customer communication: explain policies clearly, assist with size‑related return concerns, and maintain a professional tone in every interaction.
• Return analysis: call and review returned shipments, maintain records, identify patterns, and report recurring issues to the team manager.

Who You Are

• Graduate or undergraduate in any discipline, with a willingness to learn customer service and e‑commerce operations.
• A clear communicator with good interpersonal skills and the patience to handle customer concerns professionally.
• Detail‑oriented: you can check policies, order details, refund records, shipment status, and customer notes accurately.
• Comfortable with Microsoft Excel and Google Sheets, and able to maintain simple trackers and return records.
• Organised under pressure: you can manage multiple return cases, prioritize workload, and work efficiently with a team.
• Typing speed above 40 WPM is preferred, especially for fast customer updates and record keeping.

Bonus Points

• Prior experience in customer service, return handling, after‑sales, logistics, or e‑commerce operations.
• Experience coordinating with logistics partners or tracking return shipments.
• Comfort analyzing return reasons, size‑related issues, recurring complaints, or customer concerns.

What Success Looks Like

Within a few months: return requests are reviewed faster, customers receive clearer updates, refund records are cleaner, pending pickups are followed up consistently, and recurring return issues are visible to the team. The process feels less confusing for customers and easier to manage internally.

Why This Role, Why Now

As Tudoholic grows, returns become a bigger part of customer trust. A return handled poorly can lose a customer; a return handled clearly can keep one. Get this process right, and you help turn difficult moments into reasons customers continue buying from us.