Key Responsibilities

Return Management Operations

• Oversee end-to-end return management processes and ensure timely resolution of return requests.
• Monitor return requests, return approvals, and return completion status.
• Ensure all returns are handled according to company policies and service standards.
• Identify operational gaps and implement improvements to streamline return processes.
• Monitor return turnaround times and service quality.

After-Sales Customer Support

• Lead the after-sales support function to ensure exceptional customer experience.
• Handle escalated customer concerns and provide effective resolutions.
• Ensure customers receive timely updates regarding returns, refunds, replacements, and order-related concerns.
• Maintain high standards of customer communication and service quality.
• Develop strategies to improve customer retention and satisfaction.

Refund & Resolution Management

• Oversee refund processing and ensure timely completion.
• Monitor replacement and exchange requests where applicable.
• Ensure accurate documentation and compliance with company policies.
• Resolve complex customer issues through effective coordination with internal teams.

Team Leadership & Performance Management

• Lead, mentor, and support the Return Management and After Sales team.
• Assign responsibilities and monitor team productivity.
• Conduct regular performance reviews and provide coaching and development support.
• Foster a customer-centric and solution-oriented team culture.
• Ensure team members follow established SOPs and service standards.

Logistics & Cross-Functional Coordination

• Coordinate with logistics partners regarding return pickups and shipment tracking.
• Work closely with operations, dispatch, inventory, procurement, and customer service teams.
• Ensure smooth communication and collaboration across departments.
• Resolve operational issues affecting returns and after-sales performance.

Reporting & Process Improvement

• Maintain reports related to returns, refunds, customer complaints, and after-sales performance.
• Analyze return trends and customer feedback to identify recurring issues.
• Develop actionable recommendations to reduce returns and improve customer satisfaction.
• Monitor key performance indicators (KPIs) and prepare management reports.

Required Skills & Qualifications

• Graduate or Undergraduate in Management, Business Administration, Marketing, Customer Service, Operations, or a related field.
• Minimum 2 years of professional experience in customer service, operations, after-sales support, e-commerce, or team leadership roles.
• Strong leadership and people management skills.
• Excellent communication and conflict-resolution abilities.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Excel and Google Sheets.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with strong attention to detail.

Preferred Qualifications

• Experience in return management, customer support, after-sales service, or e-commerce operations.
• Experience managing customer escalations and complaint resolution.
• Familiarity with CRM systems and operational tools.
• Experience tracking KPIs and team performance metrics.
• Knowledge of process improvement and workflow optimization is an advantage.

Key Performance Indicators (KPIs)

• Return resolution turnaround time.
• Refund processing accuracy and timeliness.
• Customer satisfaction and retention metrics.
• Return request closure rate.
• Team productivity and service quality.
• Reduction in repeat customer complaints.
• Compliance with company policies and service standards.

Why Join Tudoholic Nepal?

At Tudoholic Nepal, we are building one of Nepal's fastest-growing e-commerce platforms. We provide a dynamic environment where employees are encouraged to take ownership, solve challenges, and grow professionally. This role offers an opportunity to lead a critical customer-facing function and contribute directly to customer satisfaction, operational excellence, and business growth.

How to Apply

Please send your updated CV to: hr@tudoholic.com

OR

Apply Below.