Customer Claims & Refunds Specialist📣 Job Ad

About Nice One

Nice One is seeking a Customer Claims & Refunds Specialist to join our team in Riyadh, Saudi Arabia. This full-time role is essential for managing customer claims, refund requests, returns, and compensation cases, ensuring a fair and efficient resolution process.

Role Overview

The Customer Claims & Refunds Specialist is responsible for reviewing claim documentation, validating eligibility, and accurately processing refunds within established timelines. This position requires clear communication with customers and effective coordination with internal teams to resolve issues efficiently. The ideal candidate will demonstrate strong analytical skills, attention to detail, and sound judgment in managing sensitive cases within 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, and applicable policies.
• Determine claim and refund eligibility based on company policies, contractual terms, service standards, and regulatory requirements.
• Process approved refunds, credits, reimbursements, and charge adjustments accurately through designated systems and payment channels.
• Validate all required documentation, including invoices, receipts, photographs, delivery records, and customer statements.
• 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 a positive customer experience.
• Escalate complex, high-value, disputed, suspicious, or policy-sensitive cases to appropriate departments for further review.
• Identify and report unusual claim patterns, inconsistent information, duplicate requests, and potential fraudulent activity.
• 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.
• Monitor assigned cases to ensure reviews, communications, approvals, and refunds are completed within established service-level agreements.
• Prepare reports on claim volumes, refund values, processing times, dispute trends, and recurring customer issues.
• Identify opportunities for process improvement in claims handling, refund accuracy, and customer communication.
• Ensure compliance with company policies, refund procedures, data protection requirements, and financial approval limits.

Qualifications and Experience

• 0-1 years of experience in customer service, claims processing, refunds, returns, dispute resolution, finance operations, or order management is preferred.
• A high school diploma or equivalent is required.
• A diploma or bachelor's degree in Business Administration, Finance, Accounting, Customer Experience, or a related discipline is preferred.

Required Skills

• Strong analytical skills and attention to detail.
• Sound judgment and problem-solving abilities.
• Excellent verbal and written communication skills.
• Knowledge of customer service procedures and policies.
• Ability to manage sensitive cases and maintain confidentiality.
• Proficiency in maintaining accurate records and system administration.
• Awareness of fraud and risk identification.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring collaboration with various internal departments to ensure efficient claims resolution and a positive customer experience.