Key Responsibilities
- Handle customer inquiries related to refunds, returns, exchanges, cancellations, and order issues.
- Resolve customer complaints while minimising refunds and improving customer retention.
- Offer suitable alternatives such as replacements, exchanges, store credit, or discounts whenever appropriate.
- Investigate order-related issues, including delayed deliveries, damaged items, incorrect products, and sizing concerns.
- Handle dispute resolution and assist with chargeback prevention.
- Work closely with logistics, warehouse, and operations teams to resolve customer issues quickly.
- Maintain accurate records in CRM or helpdesk systems.
- Monitor refund trends and recommend process improvements to reduce refund rates.
- Deliver excellent customer service while maintaining company policies.

Requirements:
- 2-5 years of experience in Refund Prevention, Customer Retention, Customer Support, or Dispute Resolution.
- Experience with an international eCommerce company is mandatory.
- Robust understanding of refunds, returns, exchanges, and chargeback processes.




- Experience with Shopify, Gorgias, Zendesk, Freshdesk, or similar CRM/helpdesk platforms is preferred.
- Excellent verbal and written English communication skills.
- Strong negotiation and problem-solving abilities.
- Ability to work independently in a fast-paced environment.
- Comfortable working night shifts (US business hours) from our Mohali office.

Preferred Experience
- Experience with Shopify-based eCommerce stores.
- Experience in fashion, apparel, or retail eCommerce is an advantage.
- Knowledge of PayPal, Stripe, Shopify Payments, or other payment gateways is preferred.

Pay: ₹25,000.00 - ₹35,000.00 per month

Application Question(s):
- How many years of experience do you have in Refund Prevention, Customer Retention, Customer Support, or Dispute Resolution?
- Have you handled chargeback disputes (PayPal, Stripe, Visa, Mastercard, Shopify Payments, etc.)? If yes, explain your role

📌 Refund Prevention Specialist (Sahibzada Ajit Singh Nagar)
🏢 Swastika Web Technology
📍 Sahibzada Ajit Singh Nagar