Customer Claims & Refunds Specialist📣 إعلان

About Nice One

Nice One is seeking a Customer Claims & Refunds Specialist to join its team in Riyadh. This full-time role is central to managing customer claims and ensuring accurate, timely resolution of refund and return requests, contributing to a positive customer experience.

Role Summary

The Customer Claims & Refunds Specialist will manage all aspects of customer claims, refund requests, returns, compensation cases, and related service inquiries. This involves reviewing claim documentation, validating eligibility, and processing refunds accurately within established timelines. The specialist will communicate clearly with customers and coordinate with internal teams to resolve issues efficiently, requiring strong analytical skills, attention to detail, and sound judgment in a fast-paced environment.

Key Responsibilities

• Receive, register, review, and manage customer claims related to refunds, returns, damaged products, missing items, service failures, and cancellations.
• Investigate claims by reviewing customer information, transaction records, order details, supporting documents, service history, and applicable policies.
• Determine claim and refund request eligibility against company policies, contractual terms, service standards, and regulatory requirements.
• Process approved refunds, credits, reimbursements, and charge adjustments accurately through approved systems and payment channels.
• Validate invoices, receipts, photographs, delivery records, product information, and customer statements supporting claims.
• Provide customers with clear updates on claim status, required information, approval decisions, refund timelines, and resolution options.
• Resolve customer claims within assigned authority and service-level agreements, ensuring fairness, consistency, and accuracy.
• Escalate complex, high-value, disputed, suspicious, or policy-sensitive cases to supervisors or relevant departments.
• Identify unusual claim patterns, inconsistent information, duplicate requests, and potential fraudulent activity, reporting concerns through established procedures.
• Coordinate with Customer Service, Finance, Sales, Operations, Logistics, Quality, and Legal teams to investigate and resolve claims.
• Maintain accurate and complete case records, claim notes, correspondence, refund details, and resolution outcomes in approved systems.
• Coordinate with Finance or payment teams to confirm refund completion, investigate payment exceptions, and resolve discrepancies.
• Monitor assigned cases and complete reviews, communications, approvals, and refunds within established service-level agreements and company timelines.
• Address customer concerns, provide professional explanations, manage expectations, and escalate unresolved complaints.
• Prepare accurate reports on claim volumes, refund values, processing times, dispute trends, and recurring customer issues.
• Identify opportunities to improve claims handling, refund accuracy, turnaround times, customer communication, and operational controls.
• Adhere to company policies, refund and claims procedures, data protection requirements, payment controls, and applicable local regulations.
• Protect customer, payment, financial, and personal information in accordance with company privacy and security requirements.

Required Skills and Attributes

• Strong analytical skills and meticulous attention to detail.
• Sound judgment and decision-making capabilities.
• Demonstrated knowledge of customer service procedures and claims handling.
• Ability to manage sensitive cases effectively in a fast-paced environment.
• Excellent communication skills for clear customer updates and internal coordination.
• Awareness of fraud and risk in claims processing.

Work Environment and Collaboration

The Customer Claims & Refunds Specialist will join a collaborative, customer-focused team dedicated to fair claim outcomes, accurate refunds, and positive customer experiences. This role offers opportunities to strengthen claims management, refund processing, customer service, analytical, and systems knowledge. The specialist will engage in cross-functional collaboration with Customer Service, Finance, Operations, Logistics, Quality, and other teams to resolve customer issues and improve business processes. Nice One provides a professional environment that encourages accountability, collaboration, learning, confidentiality, and continuous improvement.

Commitment to Inclusivity

Nice One is committed to providing an inclusive workplace and welcomes applications from candidates of all backgrounds. Reasonable accommodations are available during the recruitment process upon request.