Junior Customer Service Executive

About the role

FAE is a fast‑growing D2C beauty brand based in Mumbai. The Junior Customer Service Executive will handle inbound queries via WhatsApp Business, manage phone calls, and follow up on delayed orders 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, chats, 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 day‑to‑day customer service activities as needed.

Required profile

• 6 months to 1 year of experience in customer service, 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 of customer issues until resolution.
• Patient, empathetic, and a customer‑first mindset.
• Highly organized.
• Basic understanding of Excel.