Refunds & Disputes Analyst — End-to-End Operations

Shopee; Manila; On-site; PHP 320,000 - 520,000; Full time

Job summary

Shopee Philippines is seeking a detail-oriented Return & Refund Analyst to oversee end-to-end refund operations for Buyers and Merchants. The role emphasizes accuracy, fairness, and adherence to service standards while working with cross-functional teams.

Fresh graduates are welcome; 1–2 years in refunds, claims, payments, risk, or operations is a plus. Strong analytical skills and Excel/Sheets proficiency are required to monitor metrics and drive process improvements.

Qualifications

• Bachelor's degree or higher in business, engineering, or related field.
• Strong analytical and problem-solving abilities with evidence-based decisions.
• Excellent Excel/Sheets skills for data analysis and reporting.
• Fresh graduates welcome; 1–2 years in refunds, payments, or operations preferred.

Responsibilities

• Oversee end-to-end refund process for Buyers and Merchants, ensuring SLA adherence.
• Review refund eligibility, amounts, and merchant charges with supporting evidence.
• Monitor refund metrics such as volume, approval rates, and processing time.
• Analyze trends and root causes to identify gaps and improvements.
• Coordinate complex or escalated refunds with cross-functional teams.
• Develop and improve refund policies, SOPs, and escalation processes.
• Maintain dashboards and reports to track refund performance.

Skills

Analytical thinking

Problem solving

Communication

Detail oriented

Stakeholder management

Education

Bachelor's degree in business/engineering/related field

Tools

Excel/Google Sheets

Job description

Shopee Philippines is seeking a detail-oriented Return & Refund Analyst to oversee end-to-end refund operations for Buyers and Merchants. The role emphasizes accuracy, fairness, and adherence to service standards while working with cross-functional teams.

Fresh graduates are welcome; 1–2 years in refunds, claims, payments, risk, or operations is a plus. Strong analytical skills and Excel/Sheets proficiency are required to monitor metrics and drive process improvements.