The Return and Refund Operations Specialist is responsible for managing and optimizing the end-to-end return and refund process across online and in-club transactions. This role focuses on ensuring operational efficiency, maintaining service level agreements (SLAs), and delivering a seamless customer experience. The specialist will work closely with cross-functional teams including Customer Service, Warehouse, Logistics, Payments, and Seller Operations to identify process gaps, conduct root cause analysis, and implement data-driven solutions to improve operational performance.

Key Responsibilities

• Own and manage the , ensuring timely resolution of cases in accordance with defined service level agreements (SLAs).
• Investigate and resolve complex return and refund cases involving product defects, incorrect items, missing deliveries, payment discrepancies, and service-related issues .
• Monitor and analyze key operational metri...