Job Description: Customer Support Specialist (Order & Vendor Operations)
Tumgifts.com (A unit of Quartz Horizon Pvt Ltd)
Address: J Startup House - Coliving & Coworking, Jaipur - C Scheme, Bhawani Singh Lane, near News 18 Channel, C Scheme, Lalkothi, Jaipur, Rajasthan About TumGifts.com - Together U (You) and Me, we understand how important it is to find the perfect gift that expresses your feelings and makes moments memorable. We've created a platform that simplifies your gifting experience by offering a curated selection of unique, thoughtful, and high-quality products for every celebration and occasion. Our platform brings together the finest collection of gifts, from personalized items to luxury products, making it easy for you to discover, compare, and choose the perfect present. With detailed product descriptions, transparent pricing, and secure checkout, we empower you to make confident purchasing decisions.
We are seeking a proactive and detail-oriented Customer Support Specialist to join our operations team. In this role, you will be the primary bridge between our customers and our vendor network, ensuring that every order—from initial enquiry to final delivery—is handled with precision and care.
You will manage the full lifecycle of customer interactions, including recovering lost sales through abandoned cart outreach and sourcing the best local vendors to fulfill specific order requirements.
Key Responsibilities
● Order & Cart Management:
○ Monitor and manage Abandoned Carts; proactively reach out to customers via email or WhatsApp to assist in completing their purchases.
○ Process Order Amendments (address changes, timing updates, or product swaps) quickly to ensure delivery timelines are met.
○ Track order statuses from "Received" to "Delivered," keeping customers informed of any delays.
● Vendor Sourcing & Coordination:
○ Identify and coordinate with Vendors based on the customer’s specific
delivery location and order requirements (e.g., cakes, flowers, or personalized gifts).
○ Negotiate with local sellers to ensure product quality and adherence to "Source Market Prices."
○ Manage vendor relationships to ensure high fulfillment rates and timely pickups.
● Customer Enquiries:
○ Respond to pre-purchase and post-purchase enquiries across multiple channels (Live Chat, WhatsApp, Email).
○ Provide expert advice on products for specific Occasions and Festivals (e.g., Mother’s Day, Siblings Day, etc.).
● Problem Resolution:
○ Handle return requests and withdrawal enquiries with empathy and according to company policy.
○ Resolve delivery discrepancies by communicating directly with delivery partners and sellers.
Required Skills & Experience
● Experience: 6-12 months in Customer Support, preferably within E-commerce, Food Delivery, or Gifting industries.
● Communication: Exceptional verbal and written communication skills; ability to handle difficult conversations with a calm, "customer-first" attitude.
● Technical Proficiency: Comfortable navigating admin dashboards (CRM/ERP), managing order logs, and using communication tools like WhatsApp Business.
● Logistical Thinking: Ability to understand geographical locations and map the best vendor options to minimize delivery time and costs.
● Sales Mindset: A subtle ability to "save" sales by addressing customer hesitations during the checkout process.
Qualifications
● High school diploma or Bachelor’s degree.
● Ability to work in shifts, including weekends (especially during peak festival seasons).
● Multilingual skills are a significant plus to support diverse customer locations.
Why Join Us?
● Opportunity to work at the heart of a growing gifting platform.
● Fast-paced environment where your direct actions (like cart recovery) have a visible impact on revenue.
● Collaborative team culture with room for growth into Operations or Vendor Management roles.
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
- Cell phone reimbursement
- Leave encashment
Work Location: In person
