Job Description
Modern Casa is a rapid-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.
nWe'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.
nKey Responsibilities:
nCustomer Support
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- Handle customer queries across WhatsApp, Email, Instagram, Phone Calls, and other support channels.n
- Assist customers with product information, order updates, shipping queries, returns, exchanges, refunds, and general support.n
- Resolve customer concerns professionally while maintaining a positive customer experience.n
- Escalate complex issues to the concerned teams whenever required.n

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

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

nDocumentation & Reporting
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- Maintain accurate records of customer interactions and support tickets.n
- Update order status and customer notes in internal s

📌 Customer Support Executive (Gurugram)
🏢 Modern Casa
📍 Gurugram