E-commerce Returns & Refunds Operations Specialist

Good Sale Tech Co., Inc.; Makati; On-site; PHP 280,000 - 360,000; Full time

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

Customer Service

After Sales

Return & Refund

Negotiation

Communication

Excel/Sheets

Tools

TikTok Shop

Shopee

Job description

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.