Offlines, Dispute

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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.
- Handle offline dispute cases related to return process and return policy
- Clarify the customer's complaints, resolve customer issues or follow escalation process from Customer Service team to Return Refund (RR) team out of return system
- Review, handle scam and abuse RR cases to detect new RR Fraud behavior/pattern
- Work with 3PL and related teams to detect the issue, review evidence and find the solution to solve the case
- Handling seller complaints related to return parcel
- Take high responsibility for offline refund, payment on time, and accuracy
- Maintain a balance between company policy and customer benefit in decision making

**Requirements**:

- 1 year of working experience in customer service.
- Excellence in problem solving & decision making skills.
- Good teamwork
- Good logical mind-set, task oriented
- Analytical with effective negotiation and problem-solving skills
- Personality: trustworthy, careful, proactive
- Good technical knowledge of products
- Available to work at weekend
- Basic English is required, Strong English skills is an advantage