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.
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.

Work arrangement
No