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Remote Returns Authorization and Processing Assistant

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About Company

Shoprite is Africa's largest food retailer, committed to providing quality products at affordable prices to communities across the continent. With a robust and growing presence in Mozambique, including in Chimoio, we are constantly innovating to meet the evolving needs of our customers. Our dedication extends beyond our physical stores to our expanding e-commerce operations, where efficient and customer-centric service is paramount. We believe in fostering a dynamic and inclusive work environment, empowering our employees to contribute meaningfully from wherever they are. As a company at the forefront of retail, we are investing in digital solutions and remote talent to enhance our operational efficiency and customer satisfaction, making Shoprite not just a place to shop, but a place to grow a career. We embrace diversity and are proud to be an equal opportunity employer, striving to create a workplace where every individual feels valued and can thrive.

Job Description

We are seeking a meticulous and highly organized Remote Returns Authorization and Processing Assistant to join our growing e-commerce and customer service team, based remotely in Chimoio, Manica Province. This vital role is central to ensuring a seamless, efficient, and satisfactory post-purchase experience for our valued customers. As a Remote Returns Authorization and Processing Assistant, you will be responsible for the end-to-end management of product returns, from initial authorization requests to final processing. This includes verifying return eligibility based on company policies, communicating clearly and empathetically with customers regarding their return status, coordinating seamlessly with our logistics and inventory departments, and accurately documenting all transactions in our system. Your ability to work independently with minimal supervision, coupled with exceptional attention to detail, problem-solving skills, and strong communication abilities, will be crucial in maintaining our high standards of customer satisfaction and operational efficiency. This is a fantastic opportunity for an individual who thrives in a fast-paced, remote environment and is passionate about delivering excellent service for a leading retail brand. You will play a key role in upholding our brand reputation and contributing significantly to our commitment to customer trust and loyalty, directly impacting customer retention and overall business success.

Key Responsibilities

  • Receive, review, and accurately process all incoming return authorization requests from customers.
  • Verify product eligibility for return or exchange by carefully adhering to established company policies and guidelines.
  • Communicate clearly, courteously, and professionally with customers via email and phone regarding their return status, processing times, and any necessary information.
  • Coordinate effectively with internal logistics, warehouse, and inventory teams to facilitate the smooth collection, receipt, and restocking of returned items.
  • Maintain precise and up-to-date records of all return transactions, including detailed notes on customer interactions and item conditions, within our returns management system.
  • Initiate and follow up on refund processing or exchange orders, ensuring timely and accurate resolution for customers.
  • Identify and report recurring issues or trends in returns to management for continuous process improvement and policy adjustments.
  • Contribute to the development and refinement of returns processes to enhance efficiency and customer satisfaction.
  • Adhere to all company data privacy and security protocols while handling sensitive customer information.

Required Skills

  • Proven experience in an administrative, customer service, or data entry role, preferably in a remote setting.
  • Exceptional organizational skills with a strong ability to manage multiple tasks and prioritize effectively.
  • Outstanding written and verbal communication skills in both Portuguese and English.
  • High level of proficiency with Microsoft Office Suite, particularly Excel, Word, and Outlook.
  • Meticulous attention to detail and accuracy in data entry and record keeping.
  • Demonstrated problem-solving abilities and a proactive approach to resolving issues.
  • Ability to work independently and maintain high productivity in a remote work environment.
  • Reliable high-speed internet connection and a suitable, distraction-free home office setup.

Preferred Qualifications

  • Previous experience in retail, e-commerce, or a call center environment focused on returns or post-sales support.
  • Familiarity with returns management software or enterprise resource planning (ERP) systems.
  • Knowledge of consumer protection laws and regulations applicable in Mozambique.
  • A diploma or degree in Business Administration, Logistics, Customer Service, or a related field.

Perks & Benefits

  • Flexibility of a fully remote work model, allowing for a better work-life balance.
  • Opportunity to work for Shoprite, a leading and respected African retail giant.
  • Access to ongoing professional development and training opportunities.
  • A supportive and collaborative team environment focused on mutual success.
  • Competitive monthly salary commensurate with experience and performance.
  • Contribution to a critical function that directly impacts customer satisfaction and business growth.

How to Apply

Interested candidates who meet the qualifications are encouraged to apply by clicking on the application link below. Please ensure your CV and a cover letter highlighting your relevant experience and why you are a great fit for this remote role are attached.

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