Customer Retention Agent

1 month ago

Mumbai, India Supportstraw Full time

**JOB SUMMARY**

We are seeking a motivated and enthusiastic Customer Retention Agent who will be responsible for proactively reaching out to the customers who have abandoned their online shopping carts, with the goal of encouraging them to complete their purchase. This role involves using excellent communication and persuasive skills to engage customers, address their concerns and the ability to empathise while effectively promoting the benefits of the products.

**RESPONSIBILITIES**
- Making 80-100 outbound calls to customers who have abandoned their online shopping carts.
- Engaging in meaningful conversations with the customers to understand the reasons for not completing the purchase.
- Building a good rapport with the customers and addressing their queries and concerns.
- Providing product information and assisting customers in making informed purchase decisions.
- Identifying and resolving issues that may have led to cart abandonment, such as technical glitches, payment problems, or shipping concerns.
- Collaborating with relevant departments to ensure prompt resolution of customer issues.
- Generating reports on abandoned cart recovery rates and providing insights for optimization.
- Having in-depth knowledge about the products available and staying updated on new arrivals, features, and promotions.
- Maintaining accurate records of customer interactions, feedback, and outcomes using CRM software.
- Working closely with the sales and customer service teams to ensure a seamless customer experience.

**REQUIREMENTS**
- Prior experience in customer service and sales is preferred.
- Excellent communication skills and the ability to convince customers over calls.
- Strong problem-solving skills and the ability to handle customer objections effectively.
- Familiarity with e-commerce platforms and online shopping processes.
- Proficiency in using CRM software and Microsoft Office Suite.
- Positive attitude, self-motivated, and goal-oriented.

**BENEFITS**
- Competitive salary package and opportunities for growth within the company.
- Incentives will be paid on top of the fixed monthly salary on achieving the targets.
- Comprehensive training and ongoing support to enhance your customer service skills and product knowledge.

**JOB DETAILS**
- Employment Type - Full-Time, Permanent
- Work Timings - 10 AM to 7 PM
- Work Days - Monday to Saturday

**Job Types**: Full-time, Permanent

**Salary**: ₹18,000.00 - ₹20,000.00 per month

**Benefits**:

- Paid sick time
- Paid time off
- Work from home

Schedule:

- Day shift
- Fixed shift

Supplemental pay types:

- Yearly bonus

Application Question(s):

- What will be your strategy in approaching a customer who has an abandoned cart?
- Mention the name of the CRM software you are familiar with.

**Experience**:

- Customer Support: 1 year (preferred)
- Outbound Calling: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

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