Customer Retention Executive

Customer Retention Executive Position Overview

We are looking for a Customer Retention Executive to connect with prospective customers who have shown interest in our products but haven’t completed a purchase. Using insights from our website analytics tools (including Microsoft Clarity and CRM reports), you will make personalized follow-up calls and emails to understand customer needs, assist with order completion, and gather valuable feedback on their online experience.

This is a key customer-facing role focused on building relationships, recovering lost sales, and improving customer satisfaction — not hard selling.

Key Responsibilities

• Review daily and weekly reports of abandoned carts, incomplete checkouts, and unfulfilled inquiries provided by the marketing team.
• Make outbound calls and send personalized emails to these customers in a professional, customer-centric tone.
• Understand and document the reason for non-purchase (e.g., pricing, product confusion, shipping cost, site issue).
• Offer assistance — such as helping locate products, explaining shipping options, or clarifying bulk discounts.
• Escalate any recurring feedback or technical issues to the marketing or web team.
• Maintain accurate call notes and status updates in the CRM system.
• Follow all privacy, consent, and data protection rules when handling customer information.
• Achieve performance metrics related to contact rates, customer satisfaction, and recovered revenue.

Required Skills & Qualifications

• Excellent verbal and written communication skills (U.S. English proficiency required).
• Professional phone etiquette — warm, empathetic, and confident communicator.
• 1–3 years of experience in customer support, inside sales, or e-commerce follow-up roles.
• Familiarity with CRM tools (HubSpot, Zoho, or similar) and call-tracking systems.
• Basic understanding of privacy regulations (CCPA) and ethical handling of customer data.
• Ability to balance conversion goals with genuine customer care.
• Comfortable working with data from analytics tools such as Microsoft Clarity or Google Analytics

Preferred Qualifications

• Experience in B2B or e-commerce environments (packaging, logistics, or supply industry a plus).
• Prior success in abandoned cart recovery or lead-nurturing campaigns.
• Multitasking and time-management skills in a fast-paced setting.

Job Type: Full-time

Pay: ₹400,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What's your current location

Education:

• Bachelor's (Preferred)

Experience:

• Customer retention: 4 years (Preferred)

Shift availability:

• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person