Junior Customer Service Executive

About Us:

FAE is a fast-growing D2C beauty brand based out of Mumbai. We conceptualise and create beauty products for everyone - bringing to our community a real, authentic and unfiltered representation of beauty with our innovative, effective and accessible cosmetic and skincare products

Role Overview:

The role involves handling incoming queries and complaints, making outbound calls for follow-ups, and specifically managing communication related to delayed orders or order concerns to ensure customer satisfaction and retention.

Key Responsibilities:

• Respond promptly to customer queries, complaints, and requests received via WhatsApp Business.
• Escalate unresolved or complex issues to the appropriate team while keeping the customer informed.
• Attend incoming customer calls regarding orders, product issues, refunds, and general inquiries.
• Make outbound calls for customer follow-ups, feedback collection, and issue resolution confirmation.
• Identify and contact customers whose orders are delayed, providing clear updates and realistic timelines.
• Coordinate with logistics/warehouse teams to gather accurate delay information.
• Maintain daily logs of calls and chats handled, complaints raised, and resolutions provided.
• Report recurring issues or patterns (e.g., frequent delays from a specific route/vendor) to the supervisor.
• Ensure all interactions are updated in the CRM in real time.
• Support the Senior Customer Service Executive with other day-to-day customer service activities and tasks as and when required.

Requirements:

• 6 months to 1 year of experience in customer service, customer support, or a similar role.
• Strong verbal and written communication skills.
• Comfortable handling both incoming and outbound customer calls.
• Good attention to detail and ability to manage multiple customer queries/issues simultaneously.
• Proactive, reliable, and willing to take ownership of customer issues until resolution.
• A problem-solver with patience, empathy, and a customer-first mindset.
• Highly organized
• Basic understanding of Excel.

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Application Question(s):

• How soon can you join?
• What is your expected CTC?

Location:

• Mumbai, Maharashtra (Required)

Work Location: In person