Customer Support & Operations Executive (Hybrid) Full Time NEW

This is a hybrid role, primarily remote with mandatory weekly in-person reviews and coordination meetings in the Greater Delhi Area.

As a Customer Support & Operations Executive, you will serve as the primary point of contact for customers while also managing operational workflows associated with support, returns, exchanges, logistics coordination, issue escalation, and administrative tracking.

You will be responsible for following company support protocols, coordinating with Admin for required actions, maintaining accurate records, tracking open cases, and ensuring customer issues are resolved efficiently and professionally.

This role requires ownership. You will be accountable for ensuring support processes are followed correctly, operational records remain updated, and customer issues are handled from initial contact to final resolution.

Responsibilities

• Handle customer inquiries through our specific communication channel.
• Assist customers with order tracking, delivery updates, returns, exchanges, refunds, cancellations, and product-related questions.
• Follow company support protocols and escalation procedures accurately.
• Verify customer issues across internal operational systems and logistics platforms..
• Maintain detailed records of customer interactions, escalations, and pending cases.
• Track unresolved issues and ensure timely follow-ups until closure.
• Manage support-related administrative work, documentation, reporting, and operational updates.
• Identify recurring customer issues and recommend process improvements.
• Participate in weekly reviews and operational meetings.
• Ensure customer communication remains professional, timely, and aligned with company standards.

What We’re Looking For

• Excellent written communication skills.
• Strong problem-solving abilities.
• High attention to detail.
• Ability to follow processes and protocols consistently.
• Strong organizational and record-management skills.
• Ability to manage multiple conversations and tasks simultaneously.
• Ownership mindset with the ability to independently manage responsibilities.
• Comfortable working with operational systems and logistics platforms.

Qualifications

• No specific degree or formal qualification is required.
• We value execution, accountability, communication skills, and ownership over academic credentials.
• Previous experience in customer support, operations, logistics coordination, e-commerce, or customer service is preferred but not mandatory.

Essential Skills

• Customer Support
• Operations Coordination
• Written Communication
• Problem Solving
• Case Management
• Attention to Detail

Accountability

This role carries direct responsibility for maintaining accurate support records, following operational protocols, ensuring timely escalations, managing support administration, and delivering a consistent customer experience. Performance will be evaluated based on response quality, issue resolution, process compliance, accuracy, and operational ownership.

Why Join Offcomfrt?

• Work directly with company leadership.
• Gain exposure to e-commerce operations, logistics, customer experience, and process management.
• Take ownership of real business functions with measurable impact.
• Be part of a fast-growing brand focused on growth, discipline, and excellence.