After Sales E-commerce Operations Specialist

Key Accountabilities & Activities Generic Accountabilities Technical Execution Execute assigned tasks and responsibilities in line with defined processes and requirements. Apply and analyze technical information to deliver accurate and timely outputs.

Reporting & Documentation Prepare reports, documentation, and required deliverables in line with defined standards. Maintain accurate records, data, and documentation. Process Compliance Follow policies, procedures, and defined workflows to ensure adherence to standards. Maintain compliance with operational guidelines and requirements.

Problem Solving Identify and analyze issues within the area of responsibility. Report findings and support resolution of issues, escalating complex matters as required. Coordination Support coordination with internal stakeholders to ensure timely delivery of tasks. Prepare and provide input for team deliverables as required.

Job-Specific Accountabilities Order Fulfilment & After-Sales Execution Execute after-sales activities related to order fulfilment, returns, exchanges, cancellations, and post-purchase service requests across e-commerce channels. Support order exception handling, including failed deliveries, payment issues, returns claims, and customer order escalations.

Monitor fulfilment and after-sales transactions to support timely resolution and service continuity. Support smooth execution of reverse logistics and returns processes in coordination with logistics partners. Support preparation of reports and dashboards related to after-sales operations. Provide inputs and insights to identify trends and recurring issues.

Customer Experience Support Support after-sales service delivery to enhance customer satisfaction across digital channels. Handle and track customer inquiries, complaints, and after-sales requests through defined service channels. Assist in resolving service issues related to deliveries, orders, refunds, and product-related concerns.

Support monitoring of customer service performance indicators and escalation trends. E-Commerce Operations Support Support day-to-day execution of e-commerce operational activities related to orders, fulfillment status, and customer service workflows.

Assist in monitoring platform operational issues affecting order processing or customer experience and support issue resolution. Support maintenance of order flow accuracy and service reliability across e-commerce operations. Contribute to execution of service-related operational controls within the e-commerce environment.

Returns, Claims & Service Resolution Process and track returns, replacements, and claims requests in line with approved procedures. Support investigation and resolution of recurring service or fulfillment issues impacting customer experience. Assist in coordinating resolution of product or order issues with relevant internal teams.

Maintain records and case tracking for after-sales service requests and resolutions. Operational Performance Monitoring Support tracking of after-sales and fulfillment-related KPIs such as return rates, service response times, complaints resolution, and order issue trends. Analyze service-related data and highlight recurring issues or operational gaps.

Provide inputs to support service performance reporting and operational reviews. Platform & Data Support Maintain accurate transaction and after-sales records within relevant systems and platforms. Support data validation related to returns, refunds, customer cases, and service requests.

Assist in identifying data or process issues impacting service execution and escalate where needed.