We are fast-growing US-based online fashion retailer specializing in prom, evening, bridesmaid, cocktail, and formal dresses. We are looking for a highly motivated Customer Retention & Refund Prevention Specialist who can turn unhappy customers into loyal customers.
This role is ideal for someone who enjoys solving customer problems, negotiating positive outcomes, and protecting company revenue by minimizing refunds, cancellations, returns, and chargebacks while delivering an exceptional customer experience.
Key Responsibilities
- Handle customer requests related to refunds, returns, exchanges, cancellations, and chargebacks.
- Communicate with customers via phone, email, chat, and SMS to understand their concerns.
- Retain customers by offering practical solutions such as exchanges, replacements, alterations, store credit, partial refunds, or discounts.
- Resolve issues related to order delays, sizing concerns, damaged products, incorrect shipments, and delivery problems.
- Reduce refund requests by providing rapid, professional, and customer-focused resolutions.
- Collaborate with customer support, warehouse, logistics, and management teams to resolve customer cases efficiently.
- Document customer interactions accurately in CRM systems.
- Identify recurring issues and recommend improvements to reduce future refunds and improve customer satisfaction.
- Monitor refund and chargeback trends and provide regular reports to management.
Required Qualifications
- 3–5 years of experience in Customer Retention, Refund Prevention, Customer Success, Customer Support, or Chargeback Resolution.
- Experience working with international eCommerce businesses, preferably serving US customers.
- Excellent spoken and written English communication skills.
- Strong negotiation, persuasion, and conflict resolution abilities.
- Ability to manage difficult customer conversations with professionalism and empathy.
- Experience with Shopify or similar eCommerce platforms.
- Experience usin
📌 Customer Retention (India)
🏢 Webvory
📍 India