Exchanges Operations Associate (Entry-Level)

GROOVY is hiring an entry-level associate to own our product exchanges end-to-end.

You’ll manage exchange forms, build and maintain daily trackers, coordinate with Fulfilment, and keep customers informed via calls/messages until every case is resolved. You’ll work under (Returns/Delivery Ops) and ensure fast turnarounds, zero-error replacements, and clean reconciliation. If you’re organized, good with Google Sheets/Zoho (or similar), and confident on the phone in Urdu/English—apply now.

Department: Returns & Delivery Ops

Location: Karachi (On-site)

Type: Full-time

Salary Package: Market-competitive salary with growth pathway in Operations.

KEY RESPONSIBILITIES

1) Intake & triage

• Pull all new Google Form submissions (two types: GROOVY fault vs customer-initiated issue).
• Create/update the Exchange Queue Tracker (Google Sheets) and assign priority/SLA.
• Verify order number, items, sizes, reason code, and evidence links (photos/videos).

2) Case handling & coordination

• For GROOVY fault (wrong/defective item): fast-track, no-cost replacement path; arrange pickup if required.
• For customer-initiated (size/choice change): follow policy (eligibility, fees if any, condition checks).
• Book handover with Fulfilment; share final pick/pack instructions; verify correct SKUs before dispatch.
• Validate reconciliation when incorrect items were shipped (flag incident, correct inventory, log root cause).

3) Customer communication (desk & phone)

• Call/text customers at each stage: intake, approval/next steps, courier details, delivery confirmation.
• Keep notes and timestamps for every touchpoint; maintain professional Urdu/English tone.

4) Tracking, reporting, and closure

• Keep statuses fresh: New → Approved → At Warehouse → Dispatched → Delivered → Closed.
• Record AWB/courier, handover dates, replacement ship dates, and any fees/waivers.
• Produce daily and weekly summaries for Return OPS (aging, closures, error rates, incident list).

5) Quality & compliance

• Zero tolerance for incorrect replacement items—double-check SKUs and sizes.
• Follow exchange policies, evidence requirements, and GDPR-style data hygiene (no oversharing).

Minimum Requirements:

• Fresh graduate or 0–1 year ops/customer service experience.
• Comfortable with Google Sheets (filters, basic formulas), Gmail/Docs, and a ticketing/CRM (Zoho Desk or similar).
• Clear phone etiquette; fluent in Urdu & English (spoken & written).
• Strong follow-through and time management.

Nice to have:

• Shopify (order lookup), Trello (boards), WhatsApp Business, basic Excel formulas (VLOOKUP/XLOOKUP is a plus).

How to apply?

Email/Message your CV and a brief note on why you’re a fit.

Job Types: Full-time, Fresher

Pay: Rs25,000.00 - Rs40,000.00 per month

Work Location: In person