Dispute Agent - Returns & Refunds

Key Responsibilities

• Oversee the inspection and quality checks of returned items, ensuring compliance with return policies and SOPs. Identify and escalate high-value or sensitive returns to the relevant teams
• Develop and conduct training sessions for RR warehouse staff to ensure proficiency in returns processing, SOP compliance, and dispute handling.
  
  Implement refresher courses regularly to address policy updates
• Handle and resolve disputes or escalation cases arising from return discrepancies.
  
  Liaise with customer service, business development, and external partners to investigate and address issues
• Leverage data analytics to track return rates, identify trends, and recommend process improvements.
  
  Monitor key performance metrics and provide regular reports to management
• Work closely with the RR Warehouse Operations Supervisor, warehouse teams, and cross-functional

Requirements

• Minimum 1 years of experience in operations.
  
  Background in warehouse operations, quality assurance, or returns and refunds management preferred
• Minimally Diploma in Logistics, Supply Chain, Operations, or related fields
• Good leadership and team management skills
• Proficiency in warehouse management systems (WMS) and data analysis tools
• Excellent problem-solving and decision-making capabilities
• Strong communication skills for dispute resolution and stakeholder engagement
• Experience in e-commerce, logistics, or returns processing environments.
  
  Familiarity with cross-border returns and dispute management is an advantage