Ecommerce Returns and Claims Specialist

Ecommerce Returns and Claims Specialist APPLY NOW

Mandaluyong City, Philippines
Operations
25000 - 35000 php / month
Full time

The Ecommerce Returns and Claims Specialist will manage the claims process from order receipt to resolution, ensuring customer satisfaction and high service standards. This role requires attention to detail, knowledge of e-commerce fulfillment and claims handling, and strong customer service skills. The specialist will work across multiple platforms to efficiently resolve customer issues and maintain accurate claim documentation. 

RESPONSIBILITIES:  

  • Investigate and resolve claims related to returns, damages, missing items, or delivery issues, ensuring prompt and accurate handling according to company policies. 
  • Process and fulfill customer orders while tracking any associated claims, such as damaged goods or incorrect items. 
  • Work closely with customer service, warehouse, and logistics teams to resolve claims efficiently, ensuring effective communication across departments to identify root causes and implement corrective actions. 
  • Monitor inventory levels and adjust records to reflect returned or damaged products, communicate with the Accounting department to ensure accuracy for all claims-related transactions. 
  • Handle returns and exchanges arising from claims, processing refunds, replacements, or adjustments as necessary, and updating inventory records accordingly. 
  • Interact with customers via email, chat, or phone to resolve claims-related issues, ensuring a positive experience and prompt resolution.  
  • Maintain accurate records of all claims, documenting issues, resolutions, and outcomes. Prepare reports on trends, resolution times, and recurring issues. 
  • Analyze claims data to identify trends and recommend improvements to reduce the frequency of claims and streamline the overall fulfillment process. 
  • Generate and submit regular reports on claims, resolutions, and customer feedback to management for decision-making. 
  • Assist with additional responsibilities related to claims management or fulfillment as needed to support team and company goals. 

QUALIFICATIONS: 

  • Bachelor’s Degree in any field; experience in claims management, e-commerce, or logistics is a plus. 
  • Proven experience in claims handling, order fulfillment, or customer service within an e-commerce environment. 
  • Proficiency in using platforms such as Lazada, Shopee, TikTok Shop, and Shopify Seller Center. 
  • Experience with inventory management systems and the ability to adjust records based on returns, damages, or claims. 
  • Strong attention to detail and the ability to identify discrepancies in claims, order fulfillment, and inventory. 
  • Strong negotiation skills to resolve claims, returns, and disputes, including engaging with platform key account managers to secure favorable outcomes for both customers and the company. 
  • Excellent communication skills, both written and verbal, with the ability to professionally interact with customers, vendors, and internal teams. 
  • Ability to stay calm and professional when addressing customer concerns or disputes. 
  • A proactive approach to problem-solving and process optimization. 
  • Analytical mindset for tracking claims data and suggesting improvements. 
  • Strong time management and organizational skills to handle multiple claims in a fast-paced environment. 

 BENEFITS: 

  • Competitive packages 
  • Government-mandated contributions 
  • 13th Month Pay 
  • Sick Leaves and Vacation Leaves upon hiring 

 PERKS: 

  • HMO 
  • Merit-based incentives 
  • Employee discount 


APPLICATION FORM

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