Junior Customer Success

About the job

Brand: Jaey

Experience - Fresher

Location: Mumbai (Kurla East)

Jaey is India's first size-inclusive power-dressing brand - think Raymond, but for women.

We sell through our own website and marketplaces like Myntra, Nykaa Fashion, and Zilo.

As we scale, we're looking for someone to own customer experience end-to-end - ensuring every interaction with Jaey feels smooth, thoughtful, and premium.

This is a core role for someone who understands that customer success is not support - it's brand building.

Who You Are

·      You communicate clearly and empathetically

·      You're calm under pressure and good at handling complaints

·      You're detail-oriented and don't miss follow-ups

·      You're organised and can manage multiple conversations at once

·      You understand tone - and can represent a premium brand well

·      You take ownership of problems until they're fully resolved

What You'll Own

Customer Communication (All Channels)

·      Handling customer queries across WhatsApp, email, and social media DMs

·      Responding promptly and maintaining a consistent brand tone

·      Managing multiple conversations without dropping context

Order & Query Resolution

·      Managing order-related communication - confirmations, delays, shipping updates, returns, and exchanges

·      Coordinating with internal teams (operations, logistics, design) for accurate updates

·      Ensuring customers are proactively informed, not just reactive

Complaint Resolution

·      Resolving complaints efficiently while maintaining a positive customer experience

·      Turning negative situations into brand-building moments

·      Taking ownership of issues until full closure

Internal Coordination

·      Working closely with logistics, operations, and the head designer for query resolution

·      Ensuring alignment between what's promised and what's delivered

·      Following up internally to avoid delays

Tracking & Process Improvement

·      Maintaining records of customer interactions and issues

·      Identifying recurring problems and flagging them

·      Suggesting improvements to reduce friction in customer experience

Retention & CRM Support

·      Supporting customer retention efforts - follow-ups, feedback collection, relationship building

·      Assisting in WhatsApp campaigns and broadcasts

·      Supporting basic CRM and customer database management

Who are we looking for

·      Bachelor's degree in any relevant field

·      Strong communication skills (written + verbal)

·      Comfortable handling customer conversations across channels

·      Detail-oriented with basic Excel / Google Sheets skills

·      Empathetic, patient, and solution-driven mindset

·      Ability to work in a fast-paced startup environment

Structure & Compensation:

You will be hired as an intern for the first 3 months, and upon satisfactory performance, you'll be promoted to a full-time employee on completion of your internship.

Salary is reflective of experience and knowledge, aligned with industry standards.

Application Process:

Interested candidates are encouraged to apply to this job or send their resume to [Confidential Information]

Why Jaey

·      Learn how customer experience shapes a fashion brand

·      Direct impact on customer satisfaction and retention

·      Lean team → high ownership from day one

·      Work closely with founders and core team

Location: Kurla East, Mumbai

Work Mode: Full-time, 5 days from office, Saturdays work from home.

Requirements added by the job poster

• Can start immediately

• Strong communication skills required

• Working in an onsite setting