Megelin, a global ecommerce company specializing in beauty and wellness technology, is seeking a detail-oriented and efficient Returns Processing Executive to join our team.

As the leading online destination for home use health and beauty technology, we offer a wide selection of safe, clinically-proven health and beauty products, supported by our team of knowledgeable experts and exceptional customer care. As the Returns Processing Executive, you will play a critical role in ensuring the smooth and accurate processing of customer returns.

Reporting to the Returns Manager, you will be responsible for receiving, inspecting, and processing customer returns, ensuring that all products are handled in accordance with our return policies and procedures. You will also collaborate with other departments, such as Customer Service and Warehouse, to resolve any issues or questions related to returns.

• Lead and manage a team of customer service representatives, providing coaching, training, and development opportunities to ensure excellent customer service delivery
• Develop and implement customer service strategies and processes, continuously improving service quality and efficiency
• Monitor and analyse customer service metrics and KPIs, identifying trends and areas for improvement
• Handle escalated customer inquiries and complaints, resolving issues in a timely and satisfactory manner
• Collaborate with cross-functional teams to address customer pain points and improve overall customer experience
• Stay up-to-date with industry trends and best practices in customer service management
• Plan work patterns and manage shift rotation according to business and seasonal need.

• Proven experience as a Customer Service Manager, preferably in an e-commerce or consumer goods industry
• Demonstrated success in leading and managing a customer service team
• Strong customer focus and ability to handle and resolve customer complaints and inquiries
• Excellent communication and interpersonal skills
• Ability to analyse data, identify trends, and make data-driven decisions
• Proficient in Microsoft Office Suite and CRM software (Gorgias)
• Experience in implementing and driving customer service improvement initiatives
• Strong leadership and team management skills
• Ability to work in a fast-paced and dynamic environment

Staff Discount

EAP Scheme

Free Parking

Regular Social Events

Working From Home each Wednesday

We are committed to creating a diverse and inclusive work environment, where all our employees have equal access to opportunities. We strongly encourage applications from all backgrounds, which will be considered regardless of race, colour, religion or belief, gender expression, sexual orientation, national origin, pregnancy and maternity, disability, or age.