Return & Refund - Fraud - Operations - MY Marketplace

The Programme

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products.  
 
The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates.  
 
The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

What You Will Do

• Dispute resolution: manage the daily volume of fraud-related disputes, ensuring accurate and timely handling while maintaining the organizational integrity and users’ satisfaction. 
• Fraud trend evaluation: analyze patterns and remain updated about current fraud trends in Return and Refund processes, identifying potential risks and taking proactive measures. 
• Process improvement: continuously evaluate dispute resolution procedures to optimize efficiency and accuracy, proposing enhancements as necessary. 
• Adhere strictly to Standard Operating Procedures (SOPs) governing fraud detection, dispute resolution, and refund processes. 
• Assume additional ad-hoc tasks and responsibilities as assigned to support departmental needs and operational efficiency.

Required Skills and Abilities

• Hold a degree from a reputable university. 
• Open to both fresh graduates and experienced candidates. 
• Demonstrates strong communication skills across email, face-to-face interactions, and messaging platforms. 
• Exhibits strong creative and critical thinking and problem-solving abilities. 
• Shows a collaborative spirit, positivity, and a keenness for continuous learning. 
• Displays motivation and drive in their work ethic. 
• Displays a passion for the eCommerce industry. 
• Previous experience in dispute resolution is advantageous.

About Us:

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan.  
 
It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.  
 
Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimization and localized user-centered strategies.