Customer Retention Manager

Customer Retention Executive

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About the Role

Customer Retention Executive

Key Responsibilities

1. Customer Query Management

• Call customers who have raised queries through WhatsApp, website, Instagram, or other channels.
• Understand their requirements and guide them with accurate product and order information.

2. High RTO Order Confirmation

• Reach out to customers whose orders show high risk of Return-to-Origin.
• Verify customer details, confirm intent, and ensure order genuineness before dispatch

3. NDR Management

• Contact customers to confirm their availability for delivery.
• Resolve any delivery-related queries to avoid failed deliveries.
• Co-ordination with a courier partner if any coordination is needed.

4. Cart Abandonment Follow-ups

• Call customers who have abandoned their cart.
• Understand the reason and assist them in completing their purchase.
• Gather insights from customers which may eventually help the business.

5. Order Retention & Conversion

• Always communicate with the intent of retaining at-risk orders.
• Guide customers, address concerns, and help convert interest into confirmed orders.
• Offer recommendations and solutions that enhance the customer's buying experienc

Who We’re Looking For

• Excellent communication and customer-handling skills
• Good conversational skills
• Ability to understand customer needs and provide the right solutions
• Comfortable with outbound calling
• Positive attitude and strong persuasion skills
• Prior experience in customer support/retention (preferred but not mandatory)
• Familiar with Google doc, sheet etc
• Good at rationalization

Why Join Us?

• Opportunity to be part of a fast-growing e-commerce horticultural brand
• Customer-first work culture
• Growth-oriented role with performance-based incentives
• Supportive and collaborative environment
  

About us

Plant Store® is one of India’s fastest-growing online plant nurseries, committed to making plant shopping simple, reliable, and joyful. With a wide range of rare, exotic, and everyday home-friendly plants, we ensure every plant lover finds something special to take home.

At Plant Store®, we focus on delivering healthy, well-grown plants, backed by transparent processes, expert guidance, and a smooth buying experience. Trusted by thousands of plant parents across India, we combine horticultural expertise with modern e-commerce convenience to help customers grow their own green spaces with confidence.