Customer Support Executive

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.

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• Handle customer queries across WhatsApp, Email, Instagram, Phone Calls, and other support channels.
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• Assist customers with product information, order updates, shipping queries, returns, exchanges, refunds, and general support.
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• Resolve customer concerns professionally while maintaining a positive customer experience.
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• Escalate complex issues to the concerned teams whenever required.
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• Call customers to confirm newly placed orders before dispatch.
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• Verify customer details, address, and purchase intent.
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• Contact customers with abandoned checkouts and assist them in completing their purchase whenever applicable.
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• Follow up with customers regarding delivery-related issues and ensure successful order completion.
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• Coordinate with courier partners regarding shipment-related issues.
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• Handle Non-Delivery Reports (NDR) by contacting customers and helping resolve delivery issues.
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• Assist customers with order tracking and delivery updates.
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• Process return, exchange, replacement, and refund requests as per company policies.
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• Ensure timely resolution of customer complaints and order-related concerns.
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• Maintain accurate records of customer interactions and support tickets.
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• Update order status and customer notes in internal systems.
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• Share daily work updates and reports with the Customer Success Lead.
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• Follow standard operating procedures (SOPs) for all customer interactions.
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• 1–3 years of experience in Customer Support, Customer Service, Telecalling, or a similar role.
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• Excellent verbal and written communication skills in Hindi and English.
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• Strong problem-solving and customer handling skills.
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• Comfortable making outbound calls to customers.
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• Basic knowledge of Google Workspace or Microsoft Office.
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• Ability to multitask and work in a fast-paced environment.
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• Positive attitude with a customer-first mindset.
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• Experience in an e-commerce, D2C, or retail business.
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• Familiarity with Shopify, CRM software, or customer support platforms.
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• Experience handling order confirmation, returns, exchanges, courier coordination, or customer support operations.
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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.

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