We are looking for a Returns & Refunds Specialist to manage customer return requests and ensure a smooth, professional resolution process. The ideal candidate will be customer-focused, detail-oriented, and experienced in handling returns, refunds, and replacements for eCommerce platforms.
Key Responsibilities
- Process customer return and refund requests in a timely manner
- Verify return eligibility based on company policies and platform guidelines
- Coordinate with warehouses, suppliers, or fulfillment partners for product returns
- Issue refunds, replacements, or store credits as required
- Communicate with customers regarding return status and resolution updates
- Maintain accurate records of all returns and refunds processed
- Monitor return trends and identify potential product or quality issues
- Ensure compliance with eCommerce marketplace policies (Amazon, eBay, Walmart, Shopify, etc.)
Requirements
- Proven experience as a Returns & Refunds Specialist, Customer Service VA, or eCommerce Support role
- Familiarity with handling returns and refunds on platforms like Amazon, eBay, Shopify, Walmart, or Etsy
- Excellent English communication skills (written and verbal)
- Strong attention to detail and organizational skills
- Ability to handle sensitive customer situations with professionalism and empathy
- Basic proficiency in Excel/Google Sheets for recordkeeping