Customer Service Executive

**About Modelle**:
Modelle is one of Australia’s leading modest fashion brands, celebrated for its elegant and fashion-forward styles for women. With a strong online presence and 8 retail stores across Sydney and Melbourne, we pride ourselves on exceptional customer service and a deeply personal shopping experience. As we expand our operations in India, we're looking for talented individuals who can uphold our brand values and deliver the same high-quality service our Australian customers are accustomed to.

**Role Overview**:
You will be required to work **Australian business hours (7:00 AM - 3:00 PM IST)**, Monday to Sunday. You’ll get an off on Tuesday.

**Key Responsibilities**:
**Customer Interaction & Query Management**
- Respond promptly and professionally to customer queries via:
○ Live Chat

○ Instagram/Facebook DMs

○ WhatsApp Business

○ Phone calls
- Offer styling advice, product recommendations, size guidance, and order assistance.
- Handle post-purchase queries like tracking orders, processing exchanges/returns, and delivery delays.
- Resolve complaints empathetically while aligning with brand tone and policies.

**Order & Account Support**
- Help customers with order placement, account access, discount codes, and payments.
- Liaise with internal teams (warehouse, logistics, design) to resolve stock or delivery issues.
- Follow up with customers for pending actions or order resolutions.

**System & Process Handling**
- Use tools like Shopify, Zendesk/Gorgias, WhatsApp Business, and social media inbox managers.
- Tag, categorize, and update customer conversations accurately.
- Identify recurring issues or customer feedback and report it to relevant teams for resolution.

**Proactive Communication**
- Call back customers when required to provide verbal assistance.
- Proactively update customers about any order delays, out-of-stock items, or service interruptions.
- Participate in team meetings and provide suggestions to improve processes and customer satisfaction.

**Who We’re Looking For**:

- Excellent verbal and written communication skills in English
- A clear, polite, and confident tone—must be comfortable speaking with Australian customers
- Prior experience in customer service, preferably in fashion, retail, or e-commerce
- Ability to multitask across multiple channels with a calm and solution-driven mindset
- Strong understanding of how to handle emotional or unhappy customers professionally
- Tech-savvy and comfortable working with CRM tools, order dashboards, and chat platforms
- Must be based in Bengaluru and available to work in-office during AU timings (7 AM - 3 PM IST)
- Fashion-forward mindset and enthusiasm for women’s modest fashion

**Bonus (but not mandatory)**:

- Experience using Shopify, Gorgias/Zendesk, or similar platforms
- Knowledge of fashion terms, fabric types, or modest wear
- Previous experience supporting customers in the Australian market

**Why Join Modelle?**
- Be part of a fast-growing, global fashion brand
- Supportive team culture and structured training
- Fixed shift schedule with excellent work-life balance
- Career growth in a creative and customer-focused environment

Pay: ₹20,000.00 - ₹30,000.00 per month

**Benefits**:

- Paid sick time
- Work from home

Application Question(s):

- Do you have a reliable internet connection and a quiet work-from-home setup?
- How would you handle an angry customer who wants a refund for a late parcel?

**Experience**:

- tele sales or customer service: 1 year (required)

**Language**:

- English (required)
- Arabic (required)

Work Location: Remote