Customer Operations & Marketplace Support Executive (Gujarat)

We are a growing e-commerce/retail business looking for a dedicated long-term team member to take ownership of our customer service operations across multiple marketplaces. This is not a sales role and does not involve cold calling. We are looking for someone who genuinely enjoys problem-solving, investigating issues, working with structured processes, and delivering excellent customer outcomes while protecting the interests of the business. Every day, buyers raise questions, complaints, return requests, delivery disputes, refund requests, and claims across multiple marketplaces. This is not a stepping-stone role. We are looking for someone who wants to build long-term expertise, become an expert in marketplace operations and dispute resolution, and grow with the business over many years. If you have spent several years developing strong customer service and operational skills and are looking for a long-term opportunity where your work genuinely matters, we would like to hear from you. Key Responsibilities
- Manage customer enquiries across multiple online marketplaces.
- Respond to customer messages professionally, accurately, and within required service levels.
- Handle return requests, replacement requests, refund decisions, goodwill gestures, and customer complaints.
- Investigate delivery disputes, damaged item claims, missing parcel reports, and non-delivery claims.
- Review order history, tracking information, delivery evidence, photographs, and internal records to determine appropriate resolutions.
- Defend buyer claims and disputes by gathering evidence, preparing responses, and supporting successful outcomes.
- Submit reimbursement and recovery claims where applicable.
- Manage negative feedback and review-related issues in accordance with marketplace policies.
- Identify suspicious or potentially fraudulent activity, including false non-delivery claims, switched-item returns, empty-box returns, and repeat abuse patterns.
- Maintain detailed records, case notes, and escalation logs.
- Work closely with warehouse, operations, and management teams to resolve issues efficiently.
- Monitor recurring problems and identify trends affecting customer experience, operational performance, and profitability.
- Escalate unusual or high-risk cases with clear supporting evidence.
- Ensure all customer communications meet company standards for professionalism, accuracy, and consistency.
- Balance customer satisfaction, policy compliance, fairness, and business protection in every decision. Essential Skills & Experience
- Minimum 4 years' experience in customer service, e-commerce support, marketplace support, claims handling, dispute resolution, or similar operational roles.
- Previous experience working with online marketplaces is strongly preferred.
- Excellent written English with strong grammar, spelling, and communication skills.
- Strong attention to detail.
- Robust analytical and problem-solving abilities.
- Ability to investigate situations and make evidence-based decisions.
- Comfortable reviewing data, tracking information, and operational records.
- Ability to follow structured processes consistently.
- Comfortable using spreadsheets, online systems, and multiple software platforms.
- Strong organisational skills and ability to manage multiple priorities.
- Ability to handle high volumes of work while maintaining accuracy and quality.
- Self-motivated and capable of working independently in a remote environment. What We Are Looking For We are not looking for someone who simply replies to customer messages. We are looking for someone who:
- Naturally notices details that others miss.
- Enjoys solving problems and investigating issues.
- Thinks logically and analytically.
- Remains calm and professional under pressure.
- Takes ownership of tasks and follows them through to completion.
- Has robust integrity, judgement, and common sense.
- Understands that customer service is about balancing customer satisfaction with business protection.
- Is interested in developing deep expertise rather than moving between short-term roles.
- Wants to become an important long-term member of the business. What We Are Not Looking For
- Candidates looking for a short-term position.
- Individuals who rely on scripted responses without understanding the issue.
- People who make decisions without reviewing evidence.
- Applicants who believe every complaint should automatically result in a refund.
- Applicants who struggle to follow structured processes and procedures.
- Generalists looking to do a little bit of everything rather than becoming exceptional in a specialist role. What We Offer
- Full-time permanent remote position.
- Long-term career opportunity within a growing business.
- High level of ownership and responsibility.
- Direct access to decision makers.
- Ongoing training and development.
- Annual salary reviews based on performance and contribution.
- Opportunity to become the company's leading specialist in marketplace customer operations, dispute management, and customer experience. Important This role is best suited to someone who genuinely enjoys operational work, investigation, problem-solving, and structured processes. The position requires a high level of accuracy, consistency, accountability, and professionalism. Candidates who prefer highly scripted or repetitive customer service environments may not find this role suitable. Weekend availability is required as part of a rotating schedule, as customer enquiries continue throughout the week. (this can be discussed) Apply on Kit Job: kitjob.in/job/4lnmum