Operational Support Executive

1 week ago

Bengaluru, India Creencia Full time

Job Description:
Position Overview:
The Returns and Exchanges Specialist plays a crucial role in ensuring a seamless and efficient returns and exchanges process for customers in an e-commerce setting. This role involves managing customer requests, processing returns, exchanges, and refunds, and maintaining a positive customer experience while adhering to company policies and procedures.
Key Responsibilities:

- Customer Interaction:

- Provide exceptional customer service by addressing concerns, answering questions, and guiding customers through the returns and exchange process.
- Maintain a high level of empathy and patience when dealing with customer issues.
- Returns Processing:

- Review and verify return requests for eligibility and compliance with company policies.
- Generate return labels and instructions for customers to facilitate the return of products.
- Receive, inspect, and process returned merchandise, documenting the condition and reasons for return.
- Exchanges:

- Assist customers in exchanging products by ensuring availability, generating exchange labels, and coordinating the shipment of replacement items.
- Maintain accurate inventory records to track exchanges and ensure product availability.
- Refunds:

- Process refunds for returned items in a timely manner, following company guidelines and payment processing systems.
- Address payment-related issues and discrepancies as they arise.
- Communication and Documentation:

- Maintain detailed records of all returns, exchanges, and refunds for reference and reporting purposes.
- Communicate with other departments, such as the warehouse team, to facilitate the return and restocking of products.
- Collaborate with the Customer Service team to provide information and updates on return status.
- Quality Assurance:

- Ensure that returned merchandise is properly inspected and categorized (e.g., damaged, defective, or resalable).
- Implement quality control measures to prevent shipping incorrect or damaged products to customers.
- Process Improvement:

- Identify opportunities to streamline the returns and exchanges process to enhance efficiency and customer satisfaction.
- Provide feedback to management on customer pain points and suggest process improvements.

Qualifications:

- High school diploma or equivalent; additional education or training in customer service is a plus.
- Previous experience in a customer service role, particularly in an e-commerce returns and exchanges context, is preferred.
- Strong communication skills, both written and verbal, with the ability to handle customer inquiries professionally and empathetically.
- Knowledge of e-commerce platforms and order management systems.
- Attention to detail and the ability to maintain accurate records.
- Problem-solving skills to handle unique and complex return and exchange situations.
- Adaptability to navigate evolving e-commerce processes and technologies.
- Strong organizational and time management skills.
- Ability to work in a team and collaborate effectively with various departments.

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person

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