Oversee and manage all Return & Refund (R&R) cases for both buyers and sellers, ensuring timely and accurate resolution in accordance with company policies
Provide expert guidance and decision-making support to agents when handling complex, sensitive, or high-impact cases
Monitor and manage agent performance based on defined KPIs, including productivity, quality, turnaround time, and customer satisfaction
Conduct regular coaching, feedback, and performance improvement sessions to enhance agent skills in case handling, communication, and policy knowledge.
Escalate critical or exceptional cases to relevant stakeholders or upper management when necessary
Coordinate cross-functionally with Operations, Quality, Policy, and Product teams to ensure alignment and continuous improvement of processes
Analyze case trends and operational insights to identify root causes and recommend process or policy enhancements
Ensure compliance with internal guidelines and maintain consistent decision-making across the team
Requirements
Bachelor's Degree
Previous experience in customer service, call centers, case management or related experience in a similar role.
Good communication skills reading, speaking, and writing (Thai &English)
