Junior Customer Service Executive

FAE Beauty Pvt Ltd; Maharashtra; On-site; INR 240,000 - 420,000; Full time

Job summary

FAE Beauty Pvt Ltd is seeking a Customer Service Associate at its Mumbai base to handle queries via WhatsApp Business, address order concerns, and support retention. The role requires 6 months to 1 year in customer service, strong communication, and the ability to coordinate with logistics to resolve delays.

You will log interactions in the CRM, escalate complex issues, and participate in outbound follow-ups to ensure customer satisfaction and smooth operations.

Qualifications

• 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 queries simultaneously.
• Proactive, reliable, and willing to take ownership until resolution.
• A problem-solver with patience, empathy and a customer-first mindset.
• Highly organized.
• Basic understanding of Excel.

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 updates and timelines.
• Coordinate with logistics/warehouse teams to gather delay information.
• Maintain daily logs of calls and chats handled, complaints raised, and resolutions provided.
• Report recurring issues or patterns 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 activities.

Skills

Customer service experience

Strong communication

Call handling

Attention to detail

Problem solving

Empathy

Organization

Tools

Excel

Job description

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.