Customer Support Executive

Modern Casa; Gurugram District; On-site; INR 250,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

On-site work

Job summary

Modern Casa is a fast-growing home & lifestyle brand based in Gurugram, India. We are hiring a Customer Support Executive to ensure a smooth customer journey from order placement to delivery and beyond.

The role involves handling queries across WhatsApp, email, social channels, and phone calls, confirming orders, and coordinating with couriers. The ideal candidate has 1–3 years in customer support and fluency in Hindi and English.

Qualifications

• 1–3 years of experience in Customer Support
• Excellent verbal and written communication in Hindi and English
• Ability to multitask in a fast-paced environment

Responsibilities

• Handle queries across WhatsApp, Email, Instagram, and calls.
• Provide product info, order updates, shipping questions, returns and refunds.
• Resolve issues professionally while maintaining a positive experience.
• Escalate complex issues to relevant teams.
• Call customers to confirm orders before dispatch.
• Verify customer details and purchase intent.
• Follow up on abandoned checkouts to assist completion.
• Follow delivery issues and ensure order completion.
• Coordinate with courier on shipment issues.
• Handle NDRs by contacting customers to resolve delivery issues.
• Assist with order tracking and delivery updates.
• Process returns, exchanges, and refunds per policy.
• Ensure timely resolution of complaints.
• Maintain records of customer interactions.
• Update order status and notes in internal systems.
• Share daily updates with the Customer Success Lead.
• Follow SOPs for all interactions.

Skills

Hindi & English communication

Problem solving

Outbound calling

Google Workspace

Microsoft Office

Tools

Google Workspace

Microsoft Office

Job description

Modern Casa is a fast-growing home & lifestyle brand dedicated to making everyday living better through thoughtfully designed home and kitchen products. We sell across our own website, marketplaces, and quick commerce platforms, and we're building a customer-first team that delivers an exceptional shopping experience.

We're looking for a Customer Support Executive who enjoys interacting with customers, solving problems, and ensuring every customer has a smooth experience from placing an order to successful delivery and beyond.

Key Responsibilities-

Customer Support

• Handle customer queries across WhatsApp, Email, Instagram, Phone Calls, and other support channels.
• Assist customers with product information, order updates, shipping queries, returns, exchanges, refunds, and general support.
• Resolve customer concerns professionally while maintaining a positive customer experience.
• Escalate complex issues to the concerned teams whenever required.

Order Confirmation & Customer Calling

• Call customers to confirm newly placed orders before dispatch.
• Verify customer details, address, and purchase intent.
• Contact customers with abandoned checkouts and assist them in completing their purchase whenever applicable.
• Follow up with customers regarding delivery-related issues and ensure successful order completion.

Delivery & Order Management

• Coordinate with courier partners regarding shipment-related issues.
• Handle Non-Delivery Reports (NDR) by contacting customers and helping resolve delivery issues.
• Assist customers with order tracking and delivery updates.
• Process return, exchange, replacement, and refund requests as per company policies.
• Ensure timely resolution of customer complaints and order-related concerns.

Documentation & Reporting

• Maintain accurate records of customer interactions and support tickets.
• Update order status and customer notes in internal systems.
• Share daily work updates and reports with the Customer Success Lead.
• Follow standard operating procedures (SOPs) for all customer interactions.

Requirements-

• 1–3 years of experience in Customer Support, Customer Service, Telecalling, or a similar role.
• Excellent verbal and written communication skills in Hindi and English.
• Strong problem-solving and customer handling skills.
• Comfortable making outbound calls to customers.
• Basic knowledge of Google Workspace or Microsoft Office.
• Ability to multitask and work in a fast-paced environment.
• Positive attitude with a customer-first mindset.

Preferred Qualifications-

• Experience in an e-commerce, D2C, or retail business.
• Familiarity with Shopify, CRM software, or customer support platforms.
• Experience handling order confirmation, returns, exchanges, courier coordination, or customer support operations.
  

What are we looking for?

We're looking for someone who enjoys helping people, communicates clearly, and takes ownership of every customer interaction. The ideal candidate is proactive, detail-oriented, and committed to delivering an outstanding customer experience.

Why Join Modern Casa?

• Opportunity to work with a fast-growing consumer brand.
• Learn and grow in the e-commerce and D2C ecosystem.
• Friendly, collaborative, and startup-driven work environment.
• Direct exposure to business operations and customer experience.
• Competitive salary and long-term growth opportunities.

Job Type-

• Full-time
• On-site (Gurugram)