Dispute Resolution Specialist

**Dispute Resolution Specialist**

**Hours: 35 per week, including one weekend day every other week. You will also finish early one day per week**
**Duration: Temporary, 6 - 9 months - though may be made permanent depending on business need/work availability**
**Location: The position is primarily hybrid, though working from our Ulverston office is required once per month.**
**Salary: £20,000**

Fruugo is an established and rapidly growing global ecommerce marketplace operating in over 40 countries and selling millions of products to customers worldwide. Due to rapid growth of the business, we are looking to add to our current disputes team by recruiting a Dispute Resolution Specialist.

**Core Accountabilities**

Main

**Responsibilities**:

- Maintaining an understanding of changing internal and external systems and accepted evidence with our payment providers
- Investigating the fulfilment and delivery process for an order in order to supply relevant evidence against non-fraud claims made against Fruugo
- Accurately documenting above evidence for submission
- Contacting customers for further information around claims, and arranging return of goods for orders where a dispute cannot be resolved
- Keeping an accurate record of each claim; noting up the various stages and the outcome.
- Administration of debit/credit corrections to allocate funds to/from retailers
- Escalate uncooperative retailers to the dispute resolution team leader or customer service retailer support dependant on the issues concerned
- Identify and look to resolve any emerging problems that our customers/retailers might face with accuracy and efficiency
- Sharing best practise amongst the team to improve the efficiency in which claims/disputes/chargebacks are handled and the outcome of these

**Requirements**:

- Must have previous customer service experience, with a confident and professional telephone manner
- Working knowledge of our payment systems and how the customer claim process works is desirable but not essential (PayPal, Klarna, Adyen, Braintree, Amex)
- Strong team player
- Good decision-making and problem-solving abilities to respond to disputes and claims and to think quickly during interactions with customers, retailers and payment providers, and able to make decisions independently and with confidence
- Somebody who can work well independently but can also provide a good team-fit for the business and is capable at working cross-functionally with other departments
- Professional attitude, hardworking and self-motivated
- Excellent attention to detail and accuracy, while able to work at speed
- Exceptional written and verbal communication skills
- Computer literate with a willingness to learn bespoke systems and tools
- A practical and logical approach to business problems and issues; a problem solver
- Takes direction and provides proactive, constructive support
- Ability to work under pressure and manage multiple issues in parallel

**Benefits**

Hours of work are 35 hours per week, including one weekend day every other week - you will also finish early one day per week

The position is primarily hybrid, though working from our Ulverston office is required once per week.

Fruugo is a great place to work and we are proud of our friendly, supportive and dynamic culture which treats everyone with respect and embraces diversity. We have some excellent benefits, including Company pension, employee discount, Employee Referral Programme, and a fantastic Employee Assistance Programme, offering wellness benefits to employees and their immediate family.