Returns Customer Service Coordinator

HRS Talent Solutions; Whanganui; Remote; NZD 33,000 - 36,000; Full time

Job summary

HRS Talent Solutions in New Zealand is seeking a Returns Customer Service Coordinator for a fully remote role. You will review online return requests, verify label availability, and send approved instructions while logging each case carefully.

We emphasise following the approved process, avoiding unapproved promises, and using the label portal and order system confidently. Training will cover all steps and privacy requirements for remote work.

Qualifications

• No prior return-desk experience required.
• Follow approved guidance and write clear customer replies.
• Comfort using an online order system and label portal.
• Work from a private home office with data privacy in mind.

Responsibilities

• Review return requests and confirm label availability.
• Send permitted labels or instructions through approved channels.
• Log customer issues and update case status accurately.
• Escalate eligibility, refunds, or damaged-goods questions to a specialist.

Skills

Customer service

Office administration

Written communication

Attention to detail

Job description

Returns Customer Service Coordinator

Customer Service — Return Label Help

Remote | Full-time or part-time | 24.25–26.00 per hour

A return starts with a clear instruction, the correct order, and a label generated under the company's rules. The Return Label Support Assistant helps customers through that administrative stage. In this remote role, you would review online return requests, check whether an authorized label is available, send the approved instructions, and record what the customer reports next. You would not decide whether a return qualifies, issue a refund, or tell someone a parcel has arrived without a verified status.

Follow the approved return path

A customer may have a return authorization but cannot find the label email. Locate the correct order and label under the employer's process, confirm the delivery address for instructions, and resend it through the assigned system if permitted. Another customer may ask for a label before the return is approved. Explain the next step without generating one yourself. If the label shows a different item or destination, stop and refer the discrepancy.

The job combines customer service and office administration. Written replies should tell the person what to do with the package and where to find the relevant information, without adding conditions that are not in the approved guidance. An accurate case note distinguishes a label sent, a parcel dropped off, and a return inspected. Those events happen at different times.

A customer may have a return request but no usable label. Check whether a label has already been issued and whether the approved return stage permits another copy. If the label link fails, record the error and send the issue to the fulfilment colleague who can regenerate it. Do not issue a new authorisation, change the return window or promise a refund. A clear online reply should distinguish how to access the label from the separate question of whether the return itself qualifies.

Assigned work can include

Read return-label requests and check the related online order. Confirm whether the return authorization and label already exist. Send permitted labels or instructions through the approved channel.

Explain standard steps using the employer's current guidance. Log a customer's reported issue with a label or delivery address. Route eligibility, refund, and damaged-goods questions to a specialist.

Update the case status and avoid a duplicate label where possible.

You can learn this work without previous retail or logistics experience. Customer service and office administration skills are useful; training will cover the company's return process and order system. You should be comfortable checking identifiers, reading instructions, and writing a clear reply. If an exception does not fit the guide, ask rather than improvising a solution.

A private home office or equivalent setting supports customer order data. The employer will confirm the equipment and schedule for its opening.

A label may have an expiry date. Check the employer's guidance before resending an old copy, and refer a request for a new label if you lack authority to create one. If a customer says the label was used already, keep that fact distinct from a verified carrier scan.

You can succeed here without previous logistics experience. Training will cover the employer's label portal, order references and escalation route. Read the customer's question closely, keep the correct order attached and explain the approved next step in plain language. Experience answering emails or completing office administration forms is helpful but optional. A suitable home office helps keep customer order details private during remote work.

Application

An example of helping someone follow a process or keeping a transaction record accurate is relevant. Prior return-desk experience is not necessary. Describe what you did when a detail did not match. The employer may direct selected applicants to complete an application on its website before the next review. The company will explain its label and authorization rules to candidates moving ahead.