Junior Customer Service Executive

FAE Beauty Pvt Ltd; Mumbai; On-site; INR 201,000 - 290,000; Full time

Job summary

FAE Beauty Pvt Ltd in Mumbai seeks a Customer Service Executive to handle incoming queries, manage order concerns, and perform follow-ups to ensure customer satisfaction. You will communicate via WhatsApp Business, answer calls, and coordinate with logistics to provide timely updates.

Ideal candidates have 6 months to 1 year in customer service, strong communication, and a proactive, customer-first approach. The role involves detail-oriented CRM updates and daily task support.

Qualifications

• 6 months to 1 year of experience in customer service or 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/issues simultaneously.
• Proactive, reliable, and willing to own customer issues until resolution.
• A problem-solver with patience, empathy, and a customer-first mindset.
• Highly organized.

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 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 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

Verbal and written communication

Outbound calling

Customer empathy

Attention to detail

Multi-tasking

Problem-solving

Customer-centric mindset

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

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.