Abandoned Cart Recovery Executive

Role Overview:

The Abandoned Cart Executive will be responsible for recovering potential lost sales by engaging with customers who have abandoned their online shopping carts. This role involves timely follow-ups through calls, emails, WhatsApp, and SMS to understand customer concerns, resolve queries, and encourage completion of purchases.

Key Responsibilities:

• Monitor abandoned cart reports from the e-commerce platform/CRM.
• Reach out to customers via phone, email, WhatsApp, or SMS within defined timelines.
• Understand customer pain points (pricing, payment issues, product queries, delivery concerns, etc.).
• Provide personalized product information, offers, or solutions to increase conversion.
• Maintain daily follow-up logs and update CRM systems with customer interactions.
• Coordinate with operations, logistics, and customer support teams to resolve order-related issues.
• Share feedback with marketing and product teams on recurring reasons for cart abandonment.
• Achieve monthly recovery targets and conversion KPIs.

Key Skills & Competencies:

• Strong communication and persuasion skills (verbal & written).
• Customer-centric approach with problem-solving ability.
• Ability to handle objections and convert interest into sales.
• Basic knowledge of e-commerce platforms, CRMs, and MS Excel/Google Sheets.
• Time management and ability to work under targets.

Qualifications:

• Bachelor’s degree in any discipline (Commerce/Marketing preferred).
• 1–3 years of experience in telesales, customer support, inside sales, or e-commerce.
• Experience in a D2C/e-commerce setup will be an added advantage.

Performance Metrics (KPIs):

• % of carts recovered and converted into sales.
• Average response time for abandoned carts.
• Customer satisfaction scores post-interaction.
• Repeat purchase rates from recovered customers.

Job Type: Full-time

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person

Expected Start Date: 01/09/2025