Customer Support Executive

Modern Casa; Haryana; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

startup-driven environment

Job summary

Modern Casa is seeking a Customer Support Executive to engage with customers, resolve inquiries, and ensure a smooth experience from order placement to delivery. You will handle queries across WhatsApp, email, social channels and calls, confirm orders, and assist with returns and refunds in a fast-paced ecommerce setup.

The role requires 1–3 years in customer support, fluent Hindi and English, and comfort with outbound calls.

Qualifications

• Excellent verbal and written communication in Hindi and English.
• Strong problem-solving and customer handling skills.
• Comfortable making outbound calls to customers.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Handle customer queries across WhatsApp, Email, Instagram, Phone Calls and other channels.
• Call customers to confirm newly placed orders before dispatch and verify details.
• Coordinate with courier partners and provide delivery updates; resolve NDRs.
• Process returns, exchanges, refunds per policy and maintain records in SOPs.

Skills

Communication (Hindi/English)

Problem solving

Outbound calling

Multi-tasking

Customer-first mindset

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 We're 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)