Customer Service & Returns Officer

Position Overview
As the Customer Service & Returns Officer, you are the voice of our brand for all post-purchase interactions. Your goal is to deliver a seamless, trustworthy experience by managing high-volume B2C inquiries and overseeing the entire returns lifecycle. You will turn friction into loyalty by resolving issues quickly and helping us optimize our service processes.

Key Responsibilities

• B2C Support: Manage high-volume inquiries via email and chat, handling order status, shipping, and delivery questions with a brand-consistent voice.




• Issue Resolution: Liaise with logistics and finance teams to solve payment or delivery hurdles. Proactively follow up until every customer is satisfied.




• Returns & Refunds: Own the end-to-end returns lifecycle. Validate requests against policy, coordinate with the warehouse, and process accurate refunds within strict timelines.




• Brand Advocacy: De-escalate complaints with empathy and professional solutions to protect company reputation and retain customers.




• Process Optimization: Analyze support metrics to identify common pain points. Help build FAQs and self-service tools to reduce return rates and support volume.

Required Skills & Experience

• Experience: Proven background in B2C e-commerce support or customer experience (CX) roles.




• Communication: Exceptional written skills with the ability to handle high-pressure, high-volume environments.




• Technical Savvy: Familiarity with helpdesk ticketing systems, e-commerce platforms (e.g., Shopify, Magento), and payment workflows.




• Detail-Oriented: Highly organized with a focus on process accuracy and timely follow-through.