Jivika Pure is a fast-growing natural foods brand - A2 ghee, cold-pressed oils, ancient grain flours, and spices - sold direct-to-consumer on our website and across Amazon, Blinkit, Zepto, Swiggy Instamart, and CRED, plus 1000+ retail stores nationwide. You'll be the voice customers hear when they have a question, a complaint, or a reason to come back - that makes this a trust-building role, not a ticket-closing one.

We don't see this as a query-answering job. You're the person who directly interacts with our customers, represents the brand in that conversation, and - through how you handle repeat orders, subscriptions, and trust - directly influences revenue. We hire for this role like it matters, because it does.

Key Responsibilities

Customer Query Resolution: Handle inbound queries across WhatsApp, phone, email, and marketplace channels (Amazon, Blinkit, Zepto, website) — order status, product usage, subscriptions, and general questions — with fast, accurate responses.

Order & Delivery Issue Handling: Resolve complaints related to delayed, damaged, missing,



or incorrect orders by coordinating directly with our logistics and quick-commerce partners to get customers a fix, not just an apology.

Returns, Refunds & Replacements:

Process return/refund/replacement requests per policy, keeping resolution times tight and documentation clean for Finance reconciliation.

Product Knowledge & Guidance: Speak confidently about our ghee, oils, flours, and spices - usage, storage, shelf life, sourcing - so customers get real answers, not scripted ones.

Escalation Management: Identify issues that need escalation (quality complaints, repeat delivery failures, negative reviews) and route them to the right internal team with context, not just a forward.

Who you are

1+ year in customer support/service, ideally D2C, e-commerce, or FMCG

Fluent in Hindi, English non-negotiable

Solid written communication - many resolutions happen in text, not calls

Bachelor's degree preferred, not mandatory.

📌 Customer Service Executive (Uppal)
🏢 Jivika Pure
📍 Uppal