Returns & Claims Associate

This is a fully remote position, open to applicants in Kazakhstan.

📋 Description

• Register, assess, and resolve claims from customers and partners across various categories including logistics, service quality, billing, pricing, invoices, products, orders, contracts, and exceptions.

• Verify claim eligibility in accordance with internal policies, contracts, and business regulations.

• Gather, review, and evaluate supporting documentation.

• Propel claims to resolution within established service level agreements (SLAs).

• Manage both physical and non-physical returns, validate requests and approvals, monitor their status, and update relevant systems.

• Collaborate with warehouses, suppliers, internal teams, external partners, and vendors.

• Serve as the primary point of contact for all claim-related matters and escalate complex or high-risk claims as necessary.

• Ensure accurate financial management of credits, refunds, and reimbursements; assist with reconciliations and audits.

• Keep precise records in ERP and associated systems.

• Monitor and analyze claim volumes, root causes, resolution times, and outcomes.

• Detect recurring issues and recommend preventive or corrective measures.

• Support the standardization, optimization, automation, and continuous improvement of policies and guidelines.

• Provide prompt and professional updates regarding claim status and results.

• Manage sensitive or escalated cases while balancing customer satisfaction with contractual and business obligations.

⛳️ Requirements

• Proficient in the English language, both written and spoken.

• 2-3+ years of experience in claims management, operations, customer operations, finance operations, or dispute resolution.

• Strong analytical and problem-solving abilities.

• Exceptional attention to detail and a methodical working approach.

• Capability to concurrently manage multiple claim types and priorities.

• Effective written and verbal communication skills.

• Experience in marketplaces, platforms, or B2B settings.

• Familiarity with contracts, SLAs, or policy-driven decision-making processes.

• Experience using ERP, CRM, or ticketing systems.

• Data literacy and foundational reporting skills.

🏝️ Benefits

• Flexibility to work remotely.

• Company-issued laptop and tools to ensure your success.

• Support for language learning – enhance or acquire new language skills.

• A collaborative and supportive team environment.

• Opportunities for professional growth and development, including training and skill advancement.

• Corporate events and team-building activities.