job description
Join Xurply Pte Ltd as an E-Commerce Dispute & Refund Specialist and play a pivotal role in managing customer disputes, refunds, and daily operational tasks in a dynamic, fast-growing environment. Based in the vibrant hub of Canggu, Bali, youâll be part of a team that values efficiency, problem-solving, and customer satisfaction.
This role is perfect for detail-oriented professionals who thrive in a fast-paced setting and are passionate about resolving issues while maintaining strong relationships with customers and partners. With opportunities for rapid career growth and a collaborative work culture, this position offers a unique chance to contribute to Xurplyâs expansion in the e-commerce space.
If youâre a proactive individual with a knack for dispute resolution and a commitment to excellence, weâd love to hear from you. Apply today and take the next step in your career with a company thatâs redefining e-commerce operations in Southeast Asia.
Responsibility
- Process and resolve customer disputes, chargebacks, and refund requests in a timely and professional manner.
- Monitor and analyze dispute trends to identify root causes and implement preventive measures.
- Liaise with payment processors, banks, and internal teams to gather documentation and evidence for dispute resolution.
- Maintain accurate records of all disputes, refunds, and communications in the companyâs CRM or tracking system.
- Collaborate with customer support teams to ensure consistent and high-quality responses to customer inquiries.
- Develop and improve standard operating procedures (SOPs) for dispute and refund management.
- Provide regular reports on dispute metrics, resolution rates, and areas for improvement.
- Stay updated on industry best practices and compliance requirements related to e-commerce disputes.
Qualifications
- Minimum 2 years of experience in e-commerce operations, customer support, or dispute resolution.
- Strong understanding of payment gateways, chargeback processes, and refund policies.
- Excellent written and verbal communication skills in English.
- Proven ability to handle high-volume, time-sensitive tasks with accuracy and attention to detail.
- Proficiency in using CRM systems, spreadsheets, and other administrative tools.
- Analytical mindset with the ability to interpret data and identify trends.
- Self-motivated, organized, and able to work independently in a remote or hybrid setting.
- Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce) is a plus.