Dispute Agent - Returns and Refunds (RR)

About the team

This position sits within the team responsible for returns and refunds operations. The role focuses on checking returned goods, making sure processes are followed, and supporting dispute handling across SGWH, Marketplace, and Cross Border orders.

Role overview

The Dispute Agent - Returns and Refunds is accountable for ensuring returned items are processed accurately and efficiently in line with approved procedures. The role also supports resolution of disputes, guides warehouse staff through training, and uses performance data to improve operations. It involves close coordination with both internal teams and external partners to reach satisfactory outcomes.

Key responsibilities

• Manage inspection and quality verification for returned products, following return rules and standard operating procedures, and flag high-value or sensitive cases to the appropriate team.
• Plan and deliver training for RR warehouse staff so they can handle returns correctly, follow SOPs, and manage dispute-related work. Provide periodic refreshers whenever policies change.
• Investigate and resolve disputes or escalation cases related to return mismatches or exceptions, working with customer service, business development, and external partners.
• Use data analysis to monitor return patterns, spot recurring issues, suggest process enhancements, and share regular performance updates with management.
• Collaborate with the RR Warehouse Operations Supervisor, warehouse teams, and cross-functional stakeholders to simplify processes, lower return/refund issues, and improve customer experience.

Requirements

• At least 1 year of experience in operations; prior exposure to warehouse operations, quality assurance, or returns/refunds work is preferred.
• A diploma in Logistics, Supply Chain, Operations, or a similar field is required at minimum.
• Strong ability to lead and manage a team.
• Comfort working with warehouse management systems and data analysis tools.
• Sound problem-solving skills and confident decision-making.
• Good communication skills for handling disputes and working with stakeholders.
• Experience in e-commerce, logistics, or returns-processing environments is preferred; knowledge of cross-border returns and dispute handling is a plus.

Additional information

This is a full-time onsite role based in Singapore, Singapore. The work scope covers returns and refunds operations across SGWH, Marketplace, and Cross Border orders.