Operations & Customer Support Associate

Overview

The Operations & Customer Support Associate at O Karmica Wellness in Gurugram will serve as the primary customer contact and handle the coordination necessary to maintain smooth daily operations. This full-time, office-based position operates Monday through Saturday and combines customer support duties with operational responsibilities, fitting for someone organized and skilled at managing end-to-end problem resolution.

Key Responsibilities

• Respond to incoming customer calls, addressing queries on products, orders, and deliveries until fully resolved.
• Manage grievance handling by de-escalation, investigation, and ensuring customer satisfaction.
• Coordinate daily operational tasks such as monitoring orders, liaising with logistics and warehouses, and internal follow-ups.
• Keep operational records, trackers, and reports updated using Excel tools.
• Identify recurring problems and report patterns to improve underlying processes rather than just fixing symptoms.

Essential Qualifications

• Fluent in professional spoken and written English, with strong communication since this is a customer-facing role.
• Advanced Excel skills, including formulas, lookups, pivot tables, and producing clean reports; candidates will be tested.
• Demonstrated ability to independently manage daily operations and maintain attention to detail.
• Ability to calmly and effectively resolve issues during inbound calls and handle grievances end-to-end.

Preferred Attributes

• Experience using AI tools such as ChatGPT or Claude to enhance problem-solving and productivity.
• Background in direct-to-consumer (D2C), e-commerce, or operational roles involving customer interaction.
• Familiarity with marketplace/seller platforms or helpdesk software.

Additional Information

• Work location: Gurugram office
• Employment type: full-time, Monday to Saturday schedule
• Salary range: INR 20,000 to 23,000 per month