Return Management Associate

About Us

Nexora Commerce — the engine behind Tudoholic

Nexora Commerce Pvt. Ltd. is the company building the technology, data, and operating systems behind Tudoholic — one of Nepal’s largest fashion and lifestyle e-commerce operations.

We run a high-velocity, cash-on-delivery model: products are discovered, sourced from international markets, imported, quality-checked, dispatched, delivered, and sometimes returned. A return is not just a reverse shipment; it is a moment where customer trust can either weaken or become stronger.

What makes the next phase different is service discipline. As Tudoholic grows, returns need clear policies, accurate records, timely pickups, clean refund handling, and communication that keeps customers calm and informed.

The Founder’s Story

Ten years ago, Tudoholic started with a small number of orders and a simple promise: make online shopping more trustworthy for customers in Nepal. Today, we move roughly a thousand orders a day, and every order still carries that same promise.

Returns are where that promise is tested. When a product does not fit, a customer has a concern, or a shipment needs to come back, the experience has to feel fair, clear, and properly handled.

That is why we are looking for people who are patient, accurate, good with customers, and willing to bring order to a process that directly affects trust.

If that sounds like you, we would like to meet you. This is one of those roles.

Sagun

Founder & CEO, Nexora Commerce Pvt. Ltd.

Role 10

• We’re Hiring
  
  

Return Management Associate

The person who helps returns feel clear, fair, and properly resolved.

Reports to Returns / After-Sales Lead Team Returns & Customer Support Location Kathmandu Level Associate

What You’d Be Walking Into

• A live e-commerce operation, where every return request needs clear review, customer communication, logistics coordination, and timely resolution.
• A customer-facing role: you will speak with customers, explain return and refund policies, clarify issues, and keep people updated through the process.
• A coordination-heavy workflow: customers, logistics partners, internal teams, refund records, return pickups, and shipment status all need to stay connected.
• A strong learning path: hands-on exposure to customer service, reverse logistics, refunds, reporting, and e-commerce operations.
  
  

The Mission

The mission is to make returns smooth, accurate, and fair for customers while keeping the internal process disciplined. That means reviewing return requests, checking eligibility, coordinating pickups, tracking shipments, processing refunds, and keeping records clean.

We are looking for a Return Management Associate with good communication skills, attention to detail, and the ability to manage multiple return cases in a fast-paced environment without losing the customer’s trust.

What You’ll Own

• Return requests: receive, review, and process product return requests from customers according to company policy.
• Eligibility checks: verify return eligibility, explain return procedures, and guide customers through the required steps.
• Pickup coordination: coordinate return pickups through third-party logistics partners and follow up on pending pickups or delivery updates.
• Shipment tracking: track return shipments and keep customers updated on return status and next steps.
• Refund support: process refund requests accurately and on time, with clear documentation and internal coordination.
• Customer communication: explain policies clearly, assist with size-related return concerns, and maintain a professional tone in every interaction.
• Return analysis: call and review returned shipments, maintain records, identify patterns, and report recurring issues to the team manager.
  
  

Who You Are

• Graduate or undergraduate in any discipline, with a willingness to learn customer service and e-commerce operations.
• A clear communicator with good interpersonal skills and the patience to handle customer concerns professionally.
• Detail-oriented: you can check policies, order details, refund records, shipment status, and customer notes accurately.
• Comfortable with Microsoft Excel and Google Sheets, and able to maintain simple trackers and return records.
• Organised under pressure: you can manage multiple return cases, prioritize workload, and work efficiently with a team.
• Typing speed above 40 WPM is preferred, especially for fast customer updates and record keeping.
  
  

Bonus Points

• Prior experience in customer service, return handling, after-sales, logistics, or e-commerce operations.
• Experience coordinating with logistics partners or tracking return shipments.
• Comfort analyzing return reasons, size-related issues, recurring complaints, or customer concerns.
  
  

What Success Looks Like

Within a few months: return requests are reviewed faster, customers receive clearer updates, refund records are cleaner, pending pickups are followed up consistently, and recurring return issues are visible to the team. The process feels less confusing for customers and easier to manage internally.

Why This Role, Why Now

As Tudoholic grows, returns become a bigger part of customer trust. A return handled poorly can lose a customer; a return handled clearly can keep one. Get this process right, and you help turn difficult moments into reasons customers continue buying from us.

How To Apply

Send your CV and a short note on why you would be strong in return handling, customer communication, or operational coordination.

Apply to: [email protected]

Subject: Return Management Associate — Your Name

Open to candidates in: Nepal

We read every application personally. If there’s a fit, you’ll hear from us.