Senior Associate - Account Management (Fraud Analyst)

Job Overview:

• Analyze and investigate customer reports of missing or delayed packages, identifying patterns and root causes.
• Utilize internal tracking systems, open searches, evidence shared by logistics partner and data analytics tools to detect scam behavior and decide on the veracity of the report filed by the customer.
• Collaborate with internal teams and external logistics partners (e.g., carriers, fulfillment centers) to track down orders and resolve issues.
• Escalate critical or unresolved issues to management or other relevant departments, ensuring prompt action.
• Identify and recommend process improvements to reduce the volume of lost or delayed packages, contributing to a smoother customer experience.
• Maintain accurate records of all investigations and resolutions, ensuring a robust audit trail.

Qualifications:

• Education: Any bachelor's degree, but relevant work experience will be preferred.
• Experience: 3-4 years in customer service, logistics, or supply chain roles, particularly in online retail or e-commerce.

Skills:

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Proficiency in logistics software, customer service platforms (e.g., Zendesk, Salesforce), and data analytics tools.
• Ability to work under pressure and meet tight deadlines.
• Customer-focused with a high degree of empathy and patience.
• Willingness to work night shifts is desirable.

Key Performance Indicators (KPIs):

• Resolution time for missing order inquiries.
• Customer satisfaction (CSAT) scores related to order investigation cases.
• Percentage reduction in lost or delayed packages.
• Efficiency of escalation and resolution processes.

Sutherland never requests payments or Favours in exchange for job opportunities.

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