Customer Retention Executive

6 days ago

Malad Mumbai Maharashtra, India Jaincotech Full time ₹ 4,00,000 - ₹ 6,00,000 per year

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, ₹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

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