Return and Refund (Customer Service)

Location: Kuala Lumpur
Job ID: EEP52

Specialization: CUSTOMER SERVICES

Job description:

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.


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