We are looking for a Refund Prevention Specialist who can reduce refunds, retain customers, and deliver an outstanding customer experience. The ideal candidate should have experience working with international eCommerce brands and be skilled in handling customer concerns through email, chat, and phone while finding solutions that prevent unnecessary refunds and chargebacks.
Key Responsibilities
- Handle customer inquiries related to refunds, returns, exchanges, cancellations, and order issues.
- Resolve customer complaints while minimising refunds and improving customer retention.
- Offer suitable alternatives such as replacements, exchanges, store credit, or discounts whenever appropriate.
- Investigate order-related issues, including delayed deliveries, damaged items, incorrect products, and sizing concerns.
- Handle dispute resolution and assist with chargeback prevention.
- Work closely with logistics, warehouse, and operations teams to resolve customer issues quickly.
- Maintain accurate records in CRM or helpdesk systems.
- Monitor refund trends and recommend process improvements to reduce refund rates.
- Deliver excellent customer service while maintaining company policies.
Requirements
- 2–5 years of experience in Refund Prevention, Customer Retention, Customer Support, or Dispute Resolution.
- Experience with an international eCommerce company is mandatory.
- Strong understanding of refunds, returns, exchanges, and chargeback processes.
- Experience with Shopify, Gorgias, Zendesk, Freshdesk, or similar CRM/helpdesk platforms is preferred.
- Excellent verbal and written English communication skills.
- Strong negotiation and problem-solving abilities.
- Ability to work independently in a fast-paced environment.
- Comfortable working night shifts (US business hours) from our Mohali office.
Preferred Experience
- Experience with Shopify-based eCommerce stores.
- Experience in fashion, apparel, or retail eCommerce is an advantage.
- Knowledge of PayPal, Stripe, Shopify Payments, or other payment gateways is preferred.
Pay: ₹25,000.00 - ₹35,000.00 per month
Application Question(s):
- How many years of experience do you have in Refund Prevention, Customer Retention, Customer Support, or Dispute Resolution?
- Have you handled chargeback disputes (PayPal, Stripe, Visa, Mastercard, Shopify Payments, etc.)? If yes, explain your role in resolving them.
- Are you comfortable working from our Mohali office during the US Night Shift?
- Have you worked with an international eCommerce company? If yes, please mention the company name(s), website(s), and your role.
Language:
Work Location: In person
