Aftersales Back Office

The Aftersales Back Office Associate is responsible for supporting post-purchase operations by ensuring timely and accurate handling of customer concerns, returns, replacements, refunds, and warranty claims. This role plays a vital part in maintaining customer satisfaction and strengthening brand trust by coordinating between internal teams, logistics partners, and e-commerce platforms.

KEY RESPONSIBILITIES:

• Process and monitor return, refund, and replacemen requests from customers.
• Ensure proper documentation, validation, and approval of aftersales claims in line with company policies.
• Track pending requests and follow up with concerned parties to ensure resolution within SLA.

• Liaise with logistics providers, warehouses, and platform representatives (e.g., Lazada, Shopee, TikTok Shop, etc.) for issue resolution.
• Coordinate with internal teams such as inventory, quality assurance, and customer service to address product or order concerns.
• Provide accurate case updates and escalation support to frontline customer service teams.

• Record, update, and maintain accurate aftersales transaction logs in company systems.
• Analyze recurring issues, provide insights, and recommend preventive measures.
• Prepare daily/weekly/monthly reports on returns, refunds, and warranty cases for management review.

• Ensure all aftersales processes comply with platform guidelines, company policies, and customer commitments.
• Support audit requirements by maintaining organized and accurate aftersales documentation.

QUALIFICATIONS:

• Bachelor’s Degree in Business Administration, Office Administration, E-commerce, or related field.
• At least 1–2 years experience in aftersales, customer support, or back-office operations (preferably in e-commerce or retail).
• Strong organizational and administrative skills with high attention to detail.
• Proficient in MS Office/Google Workspace; familiarity with e-commerce platform dashboards (Shopee, Lazada, etc.) is an advantage.
• Excellent communication and coordination skills.
• Ability to multitask, manage deadlines, and work with minimal supervision.