Experience: 2-5 Years

Industry: Skincare / Beauty / D2C / E-commerce

About the Role

- We are looking for a highly proactive Customer Support & Sales Executive who can deliver exceptional customer service while driving revenue through outbound and inbound calling.
- The ideal candidate should be able to convert abandoned carts into successful orders, generate repeat purchases from existing customers, resolve customer concerns, and create an outstanding post-purchase experience.

Key Responsibilities

1. Customer Support

- * Handle customer queries via phone, WhatsApp, email, Instagram, and other social media platforms.
- * Resolve product, order, delivery, payment, and return-related issues.
- * Ensure quick response time and high customer satisfaction.
- * Coordinate with logistics and warehouse teams for shipment updates.
- * Manage refunds, replacements, cancellations, and escalations.

2. Sales Through Calling

- * Call all Abandoned Cart customers and convert them into successful orders.
- * Call Delivered Customers for repeat purchases, cross-selling, and upselling.
- * Promote current product launches, offers, combo packs, and subscription plans.
- * Achieve monthly sales and conversion targets.
- * Build long-term customer relationships and increase customer lifetime value (LTV).

3. CRM & Customer Retention

- * Maintain customer records in CRM.
- * Follow up with leads until closure.
- * Execute retention campaigns for inactive customers.
- * Collect customer feedback and reviews after delivery.
- * Encourage repeat purchases and referrals.

4. Marketplace & Website Support

- * Resolve customer issues related to Amazon, Flipkart, Nykaa, Myntra, Blinkit, and Shopify website orders.
- * Coordinate with marketplace support teams for escalations.




- * Monitor order status and ensure smooth customer communication.

5. Reviews & Ratings

- * Follow up with satisfied customers to collect positive reviews.
- * Improve product ratings across marketplaces.
- * Resolve negative feedback before it impacts brand reputation.

6. Reporting & Analytics

- * Maintain daily reports on:
- * Calls made
- * Orders converted
- * Abandoned cart recovery
- * Repeat sales
- * Customer complaints
- * Refunds & replacements
- * Customer satisfaction (CSAT)
- * Share daily, weekly, and monthly performance reports.

7. Team Coordination

- * Work closely with Marketing, Operations, Warehouse, and Performance Marketing teams.
- * Provide customer insights to improve products and campaigns.
- * Support promotional campaigns and seasonal sales.

Skills Required

- * Excellent communication in Hindi & English (additional regional languages are a plus).
- * Strong sales and negotiation skills.
- * Experience in tele calling, customer support, and inside sales.
- * Knowledge of Shopify, CRM tools, and e-commerce marketplaces.
- * Good problem-solving and relationship management skills.
- * Target-oriented with the ability to work under pressure.

Preferred Experience

- * Experience in D2C skincare, beauty, cosmetics, wellness, or e-commerce brands.
- * Prior experience handling abandoned cart recovery and customer retention campaigns.
- * Experience with upselling, cross-selling, and customer lifecycle management.

Key Performance Indicators (KPIs)

- * Abandoned Cart Recovery Rate
- * Call-to-Sale Conversion Rate
- * Monthly Sales Generated
- * Repeat Purchase Rate
- * Customer Satisfaction (CSAT)
- * First Response Time (FRT)
- * Resolution Time (TAT)
- * Positive Reviews & Ratings Generated
- * Customer Retention Rate
- * Revenue Generated Through Calling

📌 Customer Support & Sales Executive (Skincare Brand/ Cosmetics) (Maharashtra)
🏢 Smartmart Recruitment Mumbai
📍 Maharashtra