Refund Manager

Job Title: Refund Manager / Customer Refund Manager Job Summary We are looking for a responsible and detail-oriented Refund Manager to oversee and manage all customer refund-related activities. The ideal candidate will ensure timely, accurate, and customer-friendly processing of refunds while maintaining transparent communication and delivering excellent service. This role requires strong problem-solving skills, empathy, and the ability to handle customer escalations professionally. Key Responsibilities Manage the end-to-end refund process for customers across all channels. Review, verify, and approve refund requests as per company policies. Communicate with customers to clarify refund issues, timelines, and resolutions. Coordinate with finance, sales, and support teams to ensure accurate refund execution. Maintain detailed records of all refund cases, follow-ups, and closures. Handle escalated cases with patience, professionalism, and solution-oriented thinking. Monitor refund patterns and identify potential risks or customer experience gaps. Prepare daily/weekly/monthly reports on refund status, volume, and processing time. Recommend process improvements to speed up refund operations and enhance customer satisfaction. Ensure compliance with company policies, financial guidelines, and legal regulations. Requirements Proven experience in customer service, refund handling, or dispute resolution. Strong communication and interpersonal skills. Ability to handle difficult conversations and maintain a positive tone. High attention to detail and strong organizational skills. Ability to analyze cases logically and provide quick solutions. Familiarity with CRM tools, ticketing systems, and basic Excel/reporting. Ability to work under pressure and manage multiple cases at a time. Preferred Qualifications Experience in e-commerce, service-based companies, or finance-related roles. Knowledge of refund policies, chargebacks, and customer escalations. Background in team coordination or supervisory roles (optional). Key Attributes Empathetic & customer-first mindset Problem solver Patient & composed during escalations Reliable & trustworthy Process-driven and analytical