E-commerce Post - Sales Associate

JOB SUMMARY

The E-commerce Post - Sales Associate is responsible for protecting revenue and customer experience by managing returns, refunds, and cancellations across all marketplace platforms.

This role ensures accurate and timely resolution of post-sales cases while minimizing financial losses and operational disruptions. It plays a key role in identifying root causes of returns and cancellations, improving recovery actions, and driving process improvements to reduce recurring issues.

The position requires strong attention to detail, analytical thinking, and the ability to balance customer satisfaction with business protection.

KEY RESPONSIBILITY

Returns, Refunds, and Validation

• Process returns and refund requests across all platforms in a timely and accurate manner
• Validate claims based on platform policies and internal guidelines
• Ensure all cases are resolved within defined SLA

Cancellation Management

• Monitor and process order cancellations across all channels
• Identify root causes such as stock availability issues (OOS), customer behavior, and operational errors
• Coordinate with relevant teams to reduce recurrence of issues

Escalation and Issue Handling

• Handle escalated post-sales issues and ensure proper resolution
• Maintain consistency in decision-making aligned with company policies
• Balance customer satisfaction with loss prevention

Loss Prevention and Recovery

• Minimize unnecessary refunds and financial losses
• Identify opportunities for recovery such as replacement or partial refunds
• Flag abuse patterns or invalid claims

Reporting and Process Improvement

• Track refund rates and cancellation rates regularly
• Identify recurring issues, trends, and operational gaps
• Provide insights and recommendations to improve processes and reduce return/cancellation drivers

QUALIFICATION AND REQUIREMENTS

Education

Bachelor’s degree in Business, Operations, or related field

Experience

• 1–2 years of experience in e-commerce, marketplace operations, or related roles

Experience handling returns/refunds in Shopee, Lazada, or TikTok Shop is preferred

SKILL AND COMPETENCIES

Technical Skills

• Strong understanding of marketplace returns and refund policies
• Experience with seller center tools and case management systems
• Ability to analyze trends and identify root causes

Soft Skills

• High attention to detail and accuracy
• Strong problem-solving and decision-making skills
• Ability to manage escalations and high-pressure situations
• Good coordination and stakeholder management
  
  

WORK ENVIRONMENT

• This role is primarily office-based, with frequent internal meetings
• Collaborates closely with internal teams, including Marketing, Sales Operations, and Fulfillment Team, to align objectives, coordinate campaigns, and drive channel performance.

EQUAL OPPURTUNITY STATEMENT

Dermorepubliq is an equal opportunity employer and is committed to creating an inclusive environment for all employees.