Customer Support Executive

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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.

• 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.

• Full-time
• On-site (Gurugram)