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.
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.
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: 1-3 years 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.
Location: J Startup House - Coliving Coworking, C Scheme, Jaipur, Rajasthan
Company: TumGifts.com (A unit of Quartz Horizon Pvt Ltd)
Pay: ₹11,253.28 - ₹37,816.67 per month
Work Location: In person
