Deskripsi Pekerjaan
Are you a customer-focused professional with a sharp eye for detail? FNT Clothing Corp. is currently seeking a highly organized Return and Refund Officer to join our growing e-commerce operations team in Manila. In this pivotal role, you will be the backbone of our post-purchase experience, ensuring that every customer concern is resolved with efficiency, empathy, and accuracy.
As our Return and Refund Officer, you will manage the end-to-end lifecycle of product returns, exchanges, and refund requests. You will collaborate closely with our warehouse and logistics teams to ensure inventory integrity while maintaining high customer satisfaction scores. We are looking for an individual who can navigate complex order disputes, maintain clear communication with our patrons, and uphold the premium service standards that define FNT Clothing Corp.
Tanggung Jawab
- Manage and process incoming customer return and exchange requests via various e-commerce platforms.
- Verify order details and product conditions to determine eligibility for refunds or replacements.
- Coordinate with the logistics team to streamline reverse-logistics processes and warehouse updates.
- Maintain accurate documentation and digital logs of all return transactions to identify recurring product issues.
- Communicate professionally with customers via email and chat regarding the status of their refund requests.
- Resolve order disputes while adhering to company policies and maintaining a positive brand reputation.
- Monitor refund processing times and ensure internal SLAs are consistently met.
- Generate weekly reports regarding return trends to assist management in improving product quality control.
Kualifikasi
- At least 1-2 years of experience in Customer Service, E-commerce Operations, or Order Management.
- Strong understanding of e-commerce business models and return policy workflows.
- Excellent written and verbal communication skills in English and Filipino.
- Proficiency in MS Office (Excel/Word) and familiarity with E-commerce CRM tools (e.g., Shopify, Shopee, Lazada backends).
- Strong analytical skills with the ability to handle conflict and diffuse difficult customer situations.
- Highly organized with the ability to manage high-volume daily tasks under minimal supervision.
- Ability to work in a fast-paced environment and adapt to changing operational procedures.
- Must be based in or able to commute to Manila City.