Return Refund Process Excellence Associate
6 days ago
Department Operations
- LevelEntry Level
- LocationVietnam - Ho Chi Minh City
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.
**About the Team**:
We are looking for an enthusiastic and detail-oriented Return Refund Process Excellence Specialist who is eager to learn and grow with our team. In this role, you will support the improvement of our return and refund processes by helping to analyze current workflows, working with different teams, and assisting in developing and updating Standard Operating Procedures (SOPs). You will contribute to ensuring that our customer service processes are smooth, customer-focused, and help drive overall operational efficiency and service quality.
**Process Understanding & Basic Analysis**
- Learn and understand current Return & Refund processes to gain practical operational knowledge.
- Support in gathering information and identifying issues (pain points) or areas for improvement from both customer and operational perspectives.
**Collaboration & Communication**
- Coordinate with relevant teams to collect data and information for process improvement initiatives.
- Communicate clearly and provide regular updates to supervisors and stakeholders.
**SOP Support**
- Assist in drafting, updating, and maintaining Standard Operating Procedures (SOPs) under the guidance of senior team members.
- Ensure that SOP documents are clear, easy to follow, and relevant to day-to-day operations.
**Process Review & Improvement**
- Help review the effectiveness of existing processes through basic key performance indicators (KPIs) such as customer satisfaction and processing time.
- Contribute ideas or simple solutions to improve work efficiency.
- Stay curious and learn about basic customer service management practices and trends.
**Requirements**:
- Strong willingness to learn and improve problem-solving skills
- Basic analytical thinking and a customer-first mindset
- Detail-oriented, responsible, and able to manage tasks in a fast-paced environment
- Proficient in both English and Vietnamese (spoken and written)
- Internship or exposure to e-commerce/retail, lean/Six Sigma, or basic data analysis will be a plus
- Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require).
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