Customer and operations Associate

2 weeks ago

Malviya Nagar Delhi Delhi, India Invogue Shop Full time ₹ 2,40,000 per year

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 ecommerce order management.
  • Familiarity with courier operations, shipment tracking, and handling returns/exchanges.

Why Join Us?

  • Work in a fast-paced, dynamic environment with growth opportunities.
  • Be part of a passionate team focused on innovation and customer satisfaction.
  • Learn end-to-end ecommerce operations with hands-on responsibility.

Job Types: Full-time, Permanent

Pay: ₹11, ₹20,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Paid sick time
  • Work from home

Work Location: In person

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