RMA Specialist

Philippines (PHC1) Avid Philippines; Manila; On-site; PHP 402,000 - 536,000; Full time

Benefits offered by this job

Health & life insurance

Referral rewards

Generous leave policies

Hybrid work model

Job summary

Avid is seeking an RMA Specialist to process return merchandise authorizations for defective equipment. You will work with Customer Care, operations, and other internal teams to ensure fast, accurate RMAs and a positive customer experience.

The role emphasizes hardware knowledge, precision, and collaboration. A hybrid work setup is offered to balance work and life, with opportunities to grow within a global tech environment.

Qualifications

• Minimum of at least two years’ experience in customer service.
• Good written and verbal English communication skills.
• Must possess excellent attention to detail, and outstanding organizational skills.
• Passionate about our customers and has strong commitment to provide the customer with a world- class support experience.
• Strong interpersonal skills, curious, fast learner.
• Experience with and knowledge of Avid hardware is very desirable

Responsibilities

• RMA Generation: Generate accurate RMAs and cases in Salesforce; liaise with operations on inventory and fulfillment; update Salesforce RMAs.
• Communication & Follow Up: Notify stakeholders of RMA status; communicate with internal teams; follow up with end users during the process.
• Training: Create knowledge assets; provide basic RMA training to new GCC personnel as needed

Skills

Customer service

Written English

Attention to detail

Interpersonal skills

Avid hardware knowledge

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Avis is looking for best-in-class technicians that can process returning of defective equipment and will serve as an RMA Specialist. The RMA (Return Merchandise Authorization) Specialist is a key member of our team responsible for working closely with Customer Care technical experts, the operations team, a variety of other internal organizations, as well as the customer. You will be in a unique position to really impact the customer experience in a positive way. The aim of the Customer Care team is to provide our customers with an exceptional support experience that drives efficient resolution of technical issues. The RMA Specialist should have a passion for hardware, technology, organization, and accuracy. They should have a minimum of 2 years’ experience in customer service, ideally with handling any hardware returns, replacements, or related fields.

RESPONSIBILITIES AND DUTIES

RMA Generation

• Work with GCC to generate accurate RMAs and cases in Salesforce
• Liaise with operations team on inventory levels, availability, and fulfillment
• Update related Salesforce cases and RMAs accurately
• Utilize all available technical resources to assure appropriate component selection
• Provide expert advice on hardware to GCC
• Understand the entire RMA process including all variants
• Work directly with the end user as needed to fulfill the reverse logistics process
• Act as RMA expert in GCC (after 6 months)

Communication & Follow Up

• Ensure all stakeholders are notified of RMA status
• Notify appropriate internal parties regarding any failure trends
• Communicate with other teams regarding RMAs on behalf of GCC
• Contact the end user as needed throughout the process
• Provide suggestions to improve RMA process and procedure

Training

• Create knowledge assets what will build GCC hardware expertise
• Provide basic RMA training to new GCC personnel as needed

QUALIFICATIONS & SKILLS

• Minimum of at least two years’ experience in customer service, preferably handling return merchandise for technology products
• Good written and verbal English communication skills
• Must possess excellent attention to detail, and outstanding organizational skills
• Passionate about our customers and has strong commitment to provide the customer with a world- class support experience
• Strong interpersonal skills, curious, fast learner
• Experience with and knowledge of Avid hardware is very desirable

WHAT TO LOOK FORWARD TO?

Join a global team and experience a dynamic, collaborative work environment that fosters innovation and growth. Hybrid work model offering flexibility to balance work and life. Access to development programs with strong support and mentoring to help you grow and advance within the company.

Benefits

• Attractive benefits package including health & life insurance, referral rewards, and generous leave policies to ensure a healthy work-life balance.

Equal opportunity employer committed to diversity, inclusivity, and creating a welcoming environment for all employees.

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Hybrid work model offering flexibility to balance work and life.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Avid makes technology and collaboration tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recordings and live concerts. To learn how Avid powers greater creators or for more information, visit www.avid.com.

Avid makes technology and collaboration tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recordings and live concerts. To learn how Avid powers greater creators or for more information, visit http://www.avid.com.

About Avid: Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recordings and live concerts.