Customer Support & Sales Executive (Skincare Brand)

Location: Mumbai (Work from Office)

Experience: 25 Years

Industry: Skincare / Beauty / D2C / E-commerce

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 new 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 telecalling, customer support, and inside sales.

* Knowledge of Shopify, CRM tools, and e-commerce marketplaces.

* Valuable 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) (Mumbai)
🏢 Bizaccen Knnect
📍 Mumbai