We are fast-growing US-based online fashion retailer specializing in prom, evening, bridesmaid, cocktail, and formal dresses. We are looking for a highly motivated Customer Retention & Refund Prevention Specialist who can turn unhappy customers into loyal customers.
This role is ideal for someone who enjoys solving customer problems, negotiating positive outcomes, and protecting company revenue by minimizing refunds, cancellations, returns, and chargebacks while delivering an exceptional customer experience.
Key Responsibilities
- Handle customer requests related to refunds, returns, exchanges, cancellations, and chargebacks.
- Communicate with customers via phone, email, chat, and SMS to understand their concerns.
- Retain customers by offering practical solutions such as exchanges, replacements, alterations, store credit, partial refunds, or discounts.
- Resolve issues related to order delays, sizing concerns, damaged products, incorrect shipments, and delivery problems.
- Reduce refund requests by providing fast, professional, and customer-focused resolutions.
- Collaborate with customer support, warehouse, logistics, and management teams to resolve customer cases efficiently.
- Document customer interactions accurately in CRM systems.
- Identify recurring issues and recommend improvements to reduce future refunds and improve customer satisfaction.
- Monitor refund and chargeback trends and provide regular reports to management.
Required Qualifications
- 3–5 years of experience in Customer Retention, Refund Prevention, Customer Success, Customer Support, or Chargeback Resolution.
- Experience working with international eCommerce businesses, preferably serving US customers.
- Excellent spoken and written English communication skills.
- Strong negotiation, persuasion, and conflict resolution abilities.
- Ability to manage difficult customer conversations with professionalism and empathy.
- Experience with Shopify or similar eCommerce platforms.
- Experience using CRM/helpdesk tools such as Gorgias, Zendesk, Freshdesk, Salesforce, or similar software.
- Strong organizational skills with attention to detail.
- Ability to work independently in a remote environment.
- Comfortable working night shifts aligned with US business hours.
Preferred Skills
- Experience in fashion, apparel, or retail eCommerce.
- Understanding of refund policies, customer retention strategies, and chargeback prevention.
- Ability to analyze customer feedback and identify opportunities for process improvements.
What We're Looking For
- Excellent problem-solving skills.
- Strong customer-first mindset.
- Confident communicator and negotiator.
- Positive attitude with high accountability.
- Ability to remain calm under pressure.
- Goal-oriented with a passion for improving customer satisfaction and reducing refunds.
If you're passionate about customer satisfaction, retention, and solving challenging customer issues while helping a growing eCommerce brand succeed, we'd love to hear from you.
Pay: ₹30,000.00 - ₹35,000.00 per month
Application Question(s):
- Do you have experience in Refund Prevention, Customer Retention, or Chargeback Resolution?
- Have you worked with an international eCommerce brand (USA, UK, Canada, Australia, etc.)?
- Have you handled customers requesting refunds, returns, or chargebacks?
- Have you handled chargeback disputes with payment providers (Stripe, PayPal, Shopify Payments, etc.)?
- Which fashion or eCommerce brands have you worked for? Please mention the company names and your role.
Work Location: Remote
