Return & Refund (RR) Analyst – ShopeeFood

The Return & Refund (RR) Analyst will oversee ShopeeFood's end-to-end refund operations for Buyers and Merchants, ensuring refund requests and disputes are handled accurately, fairly, and within established service standards. The role will monitor refund performance, investigate complex cases, analyze trends, and work with cross-functional teams to address operational gaps and improve refund processes.

We are looking for a detail-oriented, analytical, and highly organized individual who can balance customer experience with operational and merchant considerations. Fresh graduates are welcome to apply, while candidates with 1-2 years of relevant experience in refund, claims, payments, risk, or operations roles are also encouraged.

Key Responsibilities

• Oversee the end-to-end refund process for ShopeeFood Buyers and Merchants, ensuring requests are reviewed and resolved accurately and within established SLAs.
• Review and assess refund eligibility, refund amounts, merchant charges, and disputes based on established policies and supporting evidence.
• Monitor key refund metrics, including refund volume, approval and rejection rates, processing time, refund value, merchant disputes, and other operational indicators.
• Analyze refund trends and conduct root cause analysis to identify recurring issues, process gaps, unusual patterns, and opportunities for improvement.
• Handle and coordinate complex or escalated refund cases with Customer Service, Merchant Operations, Finance, Product, and other relevant teams.
• Develop and continuously improve refund policies, SOPs, workflows, reason codes, and escalation processes to ensure consistent and fair case handling.
• Develop and maintain reports, dashboards, and trackers to provide visibility on refund performance, operational issues, and merchant impact.

• Bachelor's degree in Business, Industrial Engineering, Operations Management, Finance, Economics, Management Engineering, or a related field.
• Fresh graduates are welcome to apply. Candidates with 1-2 years of experience in Customer Service Operations, Refund/Claims Operations, Payments, Risk Operations, Business Operations, or similar roles are preferred.
• Strong analytical and problem-solving skills, with the ability to evaluate cases objectively and make decisions based on established policies and available evidence.
• Proficient in Excel and/or Google Sheets, including formulas, pivot tables, data analysis, and reporting.
• Strong attention to detail, particularly when reviewing refund amounts, case information, supporting evidence, and merchant charges.
• Strong communication and stakeholder management skills, with the ability to coordinate effectively across different teams.
• Highly organized and capable of managing multiple cases, escalations, and operational priorities.
• Able to work independently and make sound operational decisions in a fast-paced environment.
• Experience in e-commerce, food delivery, payments, claims, fraud/risk operations, BPO, or Customer Service is an advantage but not required.