Operations & Customer Support Associate

Operations & Customer Support Associate

Hotel Value Mart (O-Karmica Wellness Pvt. Ltd.)

Location: Gurugram| Full-time | Work from office | Monday–Saturday

About the role

You'll be the first point of contact for our customers and the engine behind our daily operations. This is a hands-on, individual-contributor role that blends customer support with the coordination work that keeps orders moving. Ideal for someone organised, articulate, and comfortable owning problems end-to-end.

What you'll do

• Handle inbound customer calls, resolving product, order, and delivery queries from first contact to closure
• Own grievance resolution — de-escalate, investigate, and follow through until the customer is satisfied
• Manage day-to-day operational tasks: order tracking, coordination with logistics/warehouse, and internal follow-ups
• Maintain and update operational records, trackers, and reports in Excel
• Flag recurring issues and surface patterns to the team so we fix root causes, not just symptoms

Non-negotiables

• Fluent, professional English — spoken and written. This is a customer-facing role; clear communication is not optional.
• Professional-level Excel — formulas, lookups, pivot tables, clean reporting. You'll be tested on this.

What else you'll need

• Proven ability to manage day-to-day operational tasks independently and stay on top of details
• Confidence handling inbound calls and resolving customer queries and grievances end-to-end
• A calm, solutions-first temperament under pressure

Nice to have

• Uses AI tools (ChatGPT, Claude, etc.) to solve problems faster and work smarter
• Prior experience in D2C, e-commerce, or a customer-facing ops role
• Familiarity with marketplace/seller platforms or helpdesk tools