Executive - CRM

Designation: Executive - CRM

Location: Andheri East, Mumbai, Maharashtra

Employment Type: Full-time

About Foxtale

Foxtale is one of Indias fastest-growing D2C skincare brands, focused on creating science-backed, efficacy-driven skincare and personal care products tailored to Indian skin concerns and climate conditions. Founded in 2021 and headquartered in Mumbai, India, we are committed to high growth and innovation in the beauty and personal care space.

Role Overview

We are looking for a proactive and customer-focused NDR Outbound Caller to connect with customers whose shipments have delivery exceptions. The primary objective is to obtain delivery confirmation, resolve delivery-related concerns, coordinate with courier partners, and reduce avoidable RTOs while ensuring a seamless customer experience.

Key Responsibilities:

• Make outbound calls to customers for shipments marked with NDR (Non-Delivery Report) status.
• Verify customer availability, address, landmark, and preferred delivery time.
• Identify the reason for delivery failure and provide appropriate resolution.
• Convince customers to accept their orders and minimize unnecessary cancellations and RTOs.
• Update customer responses accurately in the CRM/NDR portal after every call.
• Coordinate with courier partners for re-attempts based on customer confirmation.
• Follow predefined calling scripts and SOPs while maintaining high-quality conversations.
• Escalate unresolved or critical cases to the concerned internal teams.
• Meet daily productivity and quality targets.
• Ensure customer information is handled confidentially.

Ideal Candidate Background:

• Education: Minimum 12th Pass or equivalent qualification (Fresher-friendly).
• Experience: Open to freshers; prior experience or internship exposure in telecalling, customer support, or outbound CRM operations is a plus.
• Communication Skills: Clear spoken communication in English and Hindi with an empathetic, patient, and persuasive customer-service tone.
• System Comfort: Basic computer literacy and comfort entering data into spreadsheets or CRM portals.
• Mindset: Highly motivated, detail-oriented, and target-driven with strong problem-solving abilities.