Location: Surat (Gujarat), India
Job Type: Full-Time, Onsite
Experience Level: 3-6
Apply Here:https://forms.clickup.com/5745749/f/5fb2n-343076/3NSIRUDJM4I03414BU
About Us
GEMGEM is a C2C luxury jewellery marketplace built for the U.S. market. We connect buyers and sellers of high-value natural diamond jewellery through a platform focused on trust, authenticity, and secure transactions.
Role Overview:
The Operations & Customer Support Coordinator will manage GEMGEM’s daily marketplace operations and provide high-quality support to buyers and sellers. This role ensures smooth order fulfillment, coordination with refurbishment/IGI partners, and efficient handling of customer inquiries, all from our India office.
Key Responsibilities:
Operations:
- Manage logistics for pre-owned jewelry, including pickup, shipping, and handovers with IGI and refurbishment/resizing partners.
- Track all orders, ensuring timely processing, verification, and fulfillment.
- Maintain accurate operational records, including shipment logs and status updates.
- Assist in implementing process improvements to optimize efficiency.
- Collaborate with GEMGEM teams in the US and HK to ensure workflow alignment.
Customer Support:
- Serve as the primary point of contact for GEMGEM buyers and sellers on-site.
- Assist with KYC verification, payment follow-ups, and platform guidance.
- Resolve inquiries, disputes, or transaction issues professionally and efficiently.
- Maintain a clear record of customer interactions in GEMGEM’s systems (ClickUp or internal tools).
- Report recurring issues and improvement suggestions to the CEO.
Requirements:
- Strong written and spoken English.
- High attention to detail and ability to manage multiple operational tasks simultaneously.
- Positive, proactive attitude with a solution-oriented mindset.
- Comfortable handling high-value items and sensitive transaction data with discretion.
- Experience in e-commerce or marketplace operations preferred but not mandatory.
- Ability to work independently in an on-site, fast-paced environment.
Performance Metrics / KPIs:
- On-time order fulfillment rate (target: 95%+).
- Average customer response time and satisfaction ratings.
- Accuracy of operational reporting and record-keeping.
- Reduction of repeat operational errors or complaints over time.
Compensation & Benefits:
- Competitive India-market salary with performance-linked bonuses.
- Opportunity to grow into senior operations or marketplace management roles.
- Fully on-site position in Surat office with exposure to international operations.
Pay: ₹30,000.00 - ₹70,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
