Job Description:
✓ Day to day manage return operations, detect loopholes & continuously improve of the
return processes
✓ Plan and balance resources according to workloads & monitor backlogs cases of
return/refund operations
✓ Provide coaching and guidance for Senior/Team Lead
✓ Manage BPO performance through weekly meetings with BPO to know issues and have
solutions appropriately & ensure team KPIs is met
✓ Handle any disputes complaint escalation cases whereas needed to avoid crisis
✓ Perform additional duties where needed

✓ Experience in handling disputes is essential, knowledge of ecommerce return is a plus
✓ Preferred 2 years+ of experience in Supervisor role
✓ Strong decision making and ability to resolve customer problems
✓ Good at communication, negotiation abilities & problem solving skill
✓ Mature, calm and composed during high stress situations
✓ Result-oriented & ability to deal with backlogs using data to catch the issue symptoms
✓ Bachelor’s degree required

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