Dispute Agent - Returns and Refunds (RR)

The Dispute Agent - Returns and Refunds (RR) is responsible for overseeing the quality checks and processing of returned items across SGWH, Marketplace, and Cross Border orders. This role ensures that all returns are handled efficiently, in compliance with established protocols, and contributes to dispute resolution. The Team Lead drives training initiatives for warehouse staff, monitors performance through data analytics, and manages escalations and disputes, working closely with internal and external stakeholders to ensure satisfactory resolution.

• Oversee the inspection and quality checks of returned items, ensuring compliance with return policies and SOPs. Identify and elevate high‑value or sensitive returns to the relevant teams.
• Develop and conduct training sessions for RR warehouse staff to ensure proficiency in returns processing, SOP compliance, and dispute handling. Implement refresher courses regularly ...