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:

We are seeking a Customer Service Executive with excellent communication skills, a warm and polished speaking tone, and a proactive attitude. The selected candidate will serve as the first point of contact for our customers across all communication channels, including email, live chat, social media, WhatsApp, and phone.

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:

○ Email (Zendesk/Gorgias)

○ 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

Job Type: Full-time

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