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/invoice, product/order, and contractual matters.

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

• Gather, evaluate, and analyze supporting documentation.

• Drive claims to resolution within specified service level agreements (SLAs).

• Organize both physical and non-physical returns, validate requests and approvals, monitor status, and update systems accordingly.

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

• Act as the primary point of contact for all claim-related inquiries.

• Escalate complicated or high-risk claims as necessary.

• Manage credits, refunds, reimbursements, reconciliations, and audits.

• Keep precise records in ERP and related systems.

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

• Recognize recurring issues and assist in process standardization, optimization, automation, and policy enhancement.

• Provide prompt, professional updates and manage sensitive or escalated cases.

⛳️ Requirements

• Proficiency in English at a B2+ level.

• Knowledge of Italian and/or Spanish is advantageous.

• 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 approach to work.

• Capability to handle multiple claim types and prioritize tasks simultaneously.

• Excellent written and verbal communication skills.

• Experience in marketplaces, platforms, or B2B settings is a plus.

• Familiarity with contracts, SLAs, or policy-driven decision-making is a plus.

• Experience with ERP, CRM, or ticketing tools is beneficial.

• Data literacy and foundational reporting skills are a plus.

🏝️ Benefits

• Flexibility for remote work.

• Corporate laptop provided.

• Tools and equipment provided by the company to ensure your success.

• Language learning support to enhance or acquire new language skills.

• A collaborative and supportive team environment.

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

• Participation in corporate events and team-building activities.