Customer Service Operation
Good Sale Tech Co., Inc.
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Job summary
Good Sale Tech Co., Inc. is seeking a Customer Service Operations professional for Return & Refund to manage refunds across Shopee and TikTok Shop, verify requests within a day, and coordinate with warehouse and logistics to validate cases.
You will gather evidence, negotiate with buyers for fair resolutions, monitor issues, and prepare weekly reports, with a focus on timely updates and adherence to SOPs.
Qualifications
- 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.
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
Skills
Tools
Job description
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.
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
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
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