Customer support and Operations Associate

5 days ago

Najafgarh, India Invogue Shop Full time

About Us:

We are a clothing brand that specializes in shapewear based out of South Delhi with a fast-growing team. Our company is dedicated to providing high-quality shapewear that combines comfort and style. We pride ourselves on our innovative approach and commitment to excellence. We are looking for a motivated and enthusiastic Influencer Marketing Expert/ Executive who can also handle administrative tasks to join our team and contribute to our ongoing success.

Position Overview:

The Customer Support & Operations Associate will be responsible for managing end-to-end order processing, logistics coordination, and customer interactions. The role demands a hands-on approach to managing shipping operations, exchange processes, customer inquiries, and issue escalation to ensure a smooth delivery experience and high customer satisfaction.

Key Responsibilities:

Order Processing & Logistics Operations:

Print shipping labels for verified and ready-to-dispatch orders.

Create and finalize daily order manifests for outgoing shipments.

Coordinate with Bluedart to ensure correct pickup of all manifest orders.

Monitor Nimbus to track pending orders and ensure none remain beyond 2 days.

Manage QC and Non-QC product pickups via Pragma panel, prioritizing urgent QC orders.

Handle undelivered (NDR) orders by contacting customers and arranging redelivery or confirmation via ClickPost.

Monitor GoSwift for cases pending over 48 hours and escalate when necessary.

Exchange & Claims Management:

Accept and process exchange requests from customers.

Manage creation of exchanges after successful pickup.

Update and close exchange cases in the system for both QC and Non-QC scenarios.

Submit video proof and raise claims for wrong product deliveries, escalating appropriately.

Record and escalate QC-related issues with video evidence to the concerned team.

Customer Support:

Provide timely responses to customer chat inquiries using the QuickReply tool.

Make customer calls and send follow-up emails to resolve delayed deliveries.

Track and manage all delayed delivery cases through GoSwift, Nimbus, and courier partners for resolution.

Skills & Qualifications:

Strong attention to detail and organizational skills.

Excellent communication skills – both written and verbal.

Ability to handle multiple tasks with minimal supervision.

Proficiency in handling operational software tools (ClickPost, Nimbus, Pragma, GoSwift).

Problem-solving mindset, with an ability to escalate issues promptly.

Customer-first attitude, with patience and clarity in interactions.

Preferred Experience:

1–2 years in customer support, operations, logistics, or e-commerce order management.

Familiarity with courier operations, shipment tracking, and handling returns/exchanges.

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