E-commerce Assistant

Description

Job Summary: Execute and monitor e-commerce exchange, return, and refund processes, ensuring customer satisfaction and the company's financial integrity. Key Highlights: 1. Manages e-commerce exchange, return, and refund processes. 2. Ensures customer satisfaction and financial integrity. 3. Coordinates with internal departments and monitors case resolution. Execute exchange, return, and refund processes for orders placed via e\-commerce (marketplace, company website, or seller store), analyzing, routing, and monitoring internal department follow-ups to ensure adherence to deadlines, customer satisfaction, and the company's financial integrity. Receive and process requests for product exchanges and returns made via e\-commerce (marketplace, company website, or seller store), verifying the reason for the request, purchase date, order status, and product condition; route cases to responsible departments (logistics, customer service, finance, etc.) and monitor follow-up until final resolution. Monitor follow-ups from involved internal departments, communicating status updates to customers via e\-mail or specific platforms, informing them of approval or rejection of exchange or return requests to ensure process continuity. Record internal tickets, notifying relevant internal departments involved in case handling to track and close tickets according to established workflows. Create new orders in the system when exchanging for a similar product, ensuring traceability and operational control. Request reverse pickup from postal services or carriers, sending the return code to the customer and tracking product return until receipt by the company. Process refunds directly on marketplace platforms; forward reimbursement requests for purchases made via the company website to the finance department to ensure timely customer fund recovery. Monitor cases where refunds were processed without product return, verifying records such as customer signature upon delivery and contact proof, and, if necessary, involve the legal department to issue extrajudicial notices aimed at loss recovery and mitigation. Generate periodic reports with key performance indicators related to returns, exchanges, refunds, and losses to support decision-making. Perform other duties as required or requested by management to contribute toward achieving company goals and objectives. Employment Type: Full-time, CLT Permanent Contract Compensation: R$1\.982,00 \- R$2\.062,00 per month Benefits: * Medical insurance * Dental insurance * Life insurance * Meal allowance * Transportation allowance Work Location: On-site