Job Summary

P1/Premium Return & Refund (RR) Agent is responsible for managing high-value and high-risk return and refund cases. This role requires excellent problem-solving, communication, and multitasking skills, as well as a high level of professionalism, emotional intelligence, and patience.

Responsibilities:

• Resolve high-risk cases efficiently following SOPs
• Ensure high customer satisfaction (CSAT) and meet KPIs like productivity and QA scores.
• Handle callbacks and escalations (e.g., fraud, tampered orders).
• Address other tasks or cases as assigned by management to meet operational needs.
• Work flexible shifts with mandatory overtime when needed.

Requirements:

• Strong communication, problem-solving, and multitasking skills.
• Professionalism, emotional intelligence, and patience for tough cases.
• Prior experience in customer service (preferred).
• Flexibility for rotating shifts and collaborative teamwork.