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    • The Return & Refund Knowledge Management & AI Enablement…
    • Assist returns reconciliation specialist with surplus queries if necessary.
    • Create CR (customer return) number for the return of assets.
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Job Post Details

Return & Refund, Knowledge Management Associate - MY Marketplace - job post

Shopee
3.7 out of 5 stars
Kuala Lumpur
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Location

Kuala Lumpur

Full job description

Department Operations
LevelExperienced (Individual Contributor)
LocationKuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:
The Return & Refund Knowledge Management & AI Enablement Specialist drives the governance, optimization, training enablement, and AI integration of returns and refund processes. This role ensures policies and SOPs are structured, accurate, and automation-ready while equipping operational teams with the knowledge and tools needed to execute consistently and efficiently.

Key Responsibilities :
Knowledge Governance & Process Management
  • Develop, standardize, and maintain Returns & Refund (R&R) policies, SOPs, decision trees, and process documentation.
  • Ensure documentation is structured for AI-readability (taxonomy, tagging, metadata, and structured logic flows).
  • Conduct periodic knowledge audits to maintain accuracy, clarity, and regulatory alignment.
  • Own version control and structured change management across all R&R documentation.

AI & Automation Enablement
  • Collaborate with Product and Data teams to integrate AI-powered knowledge tools (e.g., chatbots, agent-assist tools, automated decision engines).
  • Translate policies into structured logic suitable for AI training datasets and rule-based automation.
  • Identify automation opportunities within returns and refund workflows to reduce manual handling.
  • Monitor AI output accuracy and refine training data to improve model performance.
  • Establish governance controls to ensure AI compliance with company policies and regulatory standards.

Training & Capability Development
  • Develop structured training materials (playbooks, job aids, simulations, decision guides) aligned with R&R processes.
  • Lead knowledge rollouts and facilitate training sessions for new process launches and policy updates.
  • Partner with Operations and Quality teams to identify performance gaps and address them through targeted training interventions.
  • Measure training effectiveness through post-training assessments, error rate reduction, and adherence metrics.
  • Support onboarding programs with R&R process curriculum.

Operational Optimization
  • Analyze escalation trends and agent queries to identify knowledge, training, or AI gaps.
  • Implement data-driven improvements to reduce refund leakage, incorrect approvals, and customer dissatisfaction.
  • Track knowledge and training effectiveness metrics (adoption rate, search success rate, AI resolution rate, escalation reduction).
  • Drive continuous improvement initiatives to simplify policies and improve usability.
Requirements:
  • Bachelor’s degree in Business Administration, Operations Management, Data Analytics, Learning & Development, or related field.
  • 3–6 years of experience in Returns & Refund operations, knowledge management, training, or process governance.
  • Experience in facilitating training sessions or developing learning content preferred.
  • Exposure to AI tools, automation platforms, or chatbot/agent-assist technologies is an advantage.
  • Strong understanding of operational KPIs, quality metrics, and customer experience standards.
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