Return & Refund Escalation Lead - Operations, MY Marketplace

Full Time, onsite
Shopee
Kuala Lumpur, Malaysia

Salary undisclosed

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Department Operations

LevelExperienced (Team Lead)

LocationMalaysia - Kuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

Lead a team focused on handling returns & refunds escalations, providing guidance, support, and training as needed.
Manage and resolve complex or high-priority return and refund cases that require escalated attention, ensuring a positive experience for buyers’ and sellers’.
Serve as the main point of contact for resolving any internal or external issues related to returns & refunds.
Review customer feedback and trends to identify areas for improvement in the returns and refund process and propose actionable solutions.
Ensure compliance with company policies and industry regulations regarding returns & refunds and customer satisfaction.
Work closely with other departments, such as operations, finance, training and quality assurance, to ensure a seamless returns and refund process.
Track key performance metrics for returns and refund escalations, including response times, resolution times, SLAs and buyers’ and sellers’ satisfaction, and provide regular reports to senior leadership.
Develop and maintain detailed documentation and guidelines for handling returns and refund escalations.
Stay up-to-date with industry best practices and competitive landscape to continuously improve the returns and refund process.
Drive customer retention efforts by ensuring that escalated issues are handled professionally and swiftly, maintaining positive relationships with buyers’ and sellers’.

Key skills needed:

Customer service excellence
Conflict resolution
Team leadership
Process improvement
Analytical & critical thinking
Time management

Requirements:

Bachelor’s degree in Business, Customer Service, or related field (preferred).
3+ years of experience in a customer service or operations management role, with a focus on returns & refunds and escalations.
Strong critical thinking and problem-solving skills with the ability to handle complex issues in a calm & professional manner.
Excellent communication skills, both verbal and written.
Proficiency in Google Workspace specifically with Google Sheets, Google Docs Google Slides will be an added advantage
Proven leadership experience, with the ability to manage and motivate a team.
Ability to analyze data and trends to identify areas for process improvement.
Strong organizational skills and attention to detail.