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 cutting-edge, 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.

📌 Junior Customer Service Executive (Mumbai)
🏢 FAE Beauty
📍 Mumbai