Operations Executive

About the Role

Swiggy, a leading Indian food delivery and quick commerce platform operating in over 580 cities, has an opening for an Operations Executive in Bengaluru. This role forms part of the Instamart Brand Support team that handles vendor and brand-related queries across multiple operational areas including onboarding, purchase orders, inventory, warehouse operations, catalog management, finance, advertisements, performance, and technical issues.

Key Responsibilities

• Respond to inbound calls and manage tickets from a shared mailbox and ticketing system as part of an omnichannel support approach.
• Verify brand and vendor information, business details, and issue specifics to ensure accurate assistance.
• Provide first-level support by using SOPs, FAQs, templates, and support tools to resolve issues or appropriately route them.
• Create and update support tickets with detailed notes and communicate next steps, expected resolution times, and required information to stakeholders.
• Categorize and prioritize queries related to various operational domains such as onboarding, supply, inventory, finance, and technology.
• Route requests to the right internal teams with all necessary evidence and details to facilitate swift resolution.
• Escalate critical issues following established priority channels and keep all parties updated on the progress and changes in timelines.
• Own issue resolution by validating solutions and keeping brands informed; ensure tickets are closed only after confirmed resolution.
• Document all interactions precisely and provide clear shift handovers for ongoing cases to maintain continuity.
• Work three days per week from the office, supporting 24x7 rotational shifts including weekends and holidays as per schedule.

Required Skills and Qualifications

• Any graduate degree is required to be eligible for the role.
• Fluency in English and Hindi is preferred, with additional regional languages considered an advantage.

Additional Information

This position operates within a dynamic team environment supporting food delivery and quick commerce brands. The candidate should be committed to working onsite part-time as described and handling a high volume of inbound interactions efficiently.