Refund Operations & Analytics Specialist

Kalibrr; Manila; On-site; PHP 280,000 - 420,000; Full time

Job summary

ShopeeFood is seeking a Return & Refund Analyst to oversee the end-to-end refund operations for Buyers and Merchants. You will ensure requests are reviewed accurately and within SLAs, with decisions supported by documentation.

You will monitor refunds, analyze trends, and work with Customer Service, Finance, Product, and others to close gaps. Fresh graduates are welcome; 1–2 years in refunds or related fields is a plus.

Qualifications

• Bachelor's degree required or equivalent in a relevant field.
• Fresh graduates welcome to apply; 1–2 years' experience in refunds, claims, payments, risk, or operations preferred.
• Strong analytical and problem-solving skills; able to evaluate cases with evidence.

Responsibilities

• Oversee end-to-end refund process for Buyers and Merchants within SLAs.
• Review eligibility, amounts, merchant charges, and disputes with supporting evidence.
• Monitor refund metrics and analyze trends to identify improvements.
• Coordinate complex/escalated cases with cross-functional teams.
• Develop and improve refund policies, SOPs, and escalation processes.
• Create reports and dashboards on refund performance and merchant impact.

Skills

Analytical thinking

Attention to detail

Communication

Education

Bachelor's degree in Business/Industrial Engineering/Operations Management/Finance/Economics/Management Engineering

Tools

Excel

Google Sheets

Job description

ShopeeFood is seeking a Return & Refund Analyst to oversee the end-to-end refund operations for Buyers and Merchants. You will ensure requests are reviewed accurately and within SLAs, with decisions supported by documentation.

You will monitor refunds, analyze trends, and work with Customer Service, Finance, Product, and others to close gaps. Fresh graduates are welcome; 1–2 years in refunds or related fields is a plus.