We are looking for a responsible, organised, and customer-focused E-commerce Operations & Customer Support Executive to manage our day-to-day online business operations.
The candidate will be responsible for handling website orders, maintaining accurate customer and order data, coordinating with the packing and dispatch teams, managing customer-care calls and messages, and ensuring that every online order is processed smoothly and delivered with a positive customer experience.
Since Jani Farsan operates across both offline and online channels, the candidate should be comfortable coordinating with multiple internal departments and ensuring smooth communication between customers, stores, packing teams, dispatch teams, and management.
Key Responsibilities
1. Website & Online Order Management
2 .Customer Data Management
-Maintain data related to repeat customers, complaints, cancellations, refunds, and replacements
3. Dispatch & Logistics Coordination
- Coordinate with packing and dispatch teams for website orders
4. Customer Care Management
- Handle incoming customer-care calls professionally
- Respond to customer queries regarding products, orders, payments, delivery, and availability
- Handle WhatsApp and other customer-support messages
- Provide customers with order and delivery updates
- Record complaints accurately and coordinate for quick resolution
- Handle refund, replacement, cancellation, and damaged-product queries according to company policy
- Escalate serious or sensitive complaints to management
5. Online & Offline Coordination
- Coordinate between online operations and offline stores where required
- Support customers who have queries related to store purchases and online orders
- Communicate with internal teams to resolve customer issues quickly
- Ensure consistent customer experience across online and offline channels
6. Reporting & MIS
Required Skills
- Good communication skills in Gujarati and Hindi
- Basic to good English communication
- Comfortable handling customer calls
- Good computer knowledge
- Strong knowledge of MS Excel or Google Sheets
- Good data-entry accuracy
- Comfortable using website admin panels and order-management systems
- Ability to coordinate with multiple departments
- Strong follow-up and problem-solving skills
- Patient and professional approach toward customer complaints
- Ability to work responsibly with minimum supervision
Preferred Experience
- 1–3 years of experience in e-commerce operations, customer support, order processing, retail operations, D2C operations, or a similar role
- Experience in food, FMCG, retail
Pay: ₹15,000.00 - ₹20,000.00 per month
Application Question(s):
- Do you have experience working with e-commerce platforms? If yes, which ones? (Amazon, Flipkart, India mart, Insta mart)
- Have you handled customer support through phone, email, WhatsApp, or chat?
- Do you have experience processing orders received via email?
- Are you comfortable handling customer communication in English via email and marketplace messaging?
Experience:
- E-Commerce: 1 year (Preferred)
- Customer support: 3 years (Preferred)
Work Location: In person
