Shopee (Thailand) Co., Ltd.
Return & Refund Team Lead - Shopee
atShopee (Thailand) Co., Ltd.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.
Job Description:
- Oversee and manage all Return & Refund (R&R) cases for both buyers and sellers, ensuring timely and accurate resolution in accordance with company policies
- Provide expert guidance and decision-making support to agents when handling complex, sensitive, or high-impact cases
- Monitor and manage agent performance based on defined KPIs, including productivity, quality, turnaround time, and customer satisfaction
- Conduct regular coaching, feedback, and performance improvement sessions to enhance agent skills in case handling, communication, and policy knowledge.
- Escalate critical or exceptional cases to relevant stakeholders or upper management when necessary
- Coordinate cross-functionally with Operations, Quality, Policy, and Product teams to ensure alignment and continuous improvement of processes
- Analyze case trends and operational insights to identify root causes and recommend process or policy enhancements
- Ensure compliance with internal guidelines and maintain consistent decision-making across the team
Requirements:
- Bachelor's Degree
- Previous experience in customer service, call centers, case management or related experience in a similar role.
- Good communication skills – reading, speaking, and writing (Thai &English)
- Strong critical and logical thinking skills
- Ability to work in shifts (5 days per week)
Experience required
- any or no experience
Salary
- Negotiable
Job function
- Customer Service
- Management
Job type
- Full-time
Company overview
Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...
Why join us: Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...
Benefits
- Professional development
- Dental Insurance
- Five-day work week
- Flexible working hours
- Life Insurance
- Health Insurance
- Maternity leave
- Social Security
- Performance bonus
- Provident fund
- Learning & Development Opportunities
