Job Description Customer Retention Executive – Morepen

Roles and Responsibilities :
- We are looking for a Customer Retention Executive who will be responsible for engaging with existing/old customers, understanding their requirements, generating repeat orders, and providing timely support to ensure a positive customer experience and long-term retention.

The ideal candidate should have strong communication skills, a customer-first approach, and the ability to build relationships with existing customers over calls and other communication channels.

Key Responsibilities
- Contact existing and inactive customers regularly to maintain relationships and understand their current requirements.
- Follow up with customers to generate repeat orders and drive customer retention.
- Understand customer needs, recommend relevant products/services, and assist customers in placing orders.
- Handle customer queries related to products, orders, delivery, billing, and other service-related concerns.
- Coordinate with internal teams such as Sales,



Operations, Logistics, and Customer Support to resolve customer issues.
- Maintain accurate records of customer interactions, requirements, orders, and follow-ups.
- Identify inactive/lapsed customers and proactively engage with them to reactivate accounts.
- Follow up on pending enquiries, previous orders, and potential repeat purchases.
- Build solid relationships with customers and act as a single point of contact for their routine requirements.
- Escalate complex complaints/issues to the relevant internal team and ensure timely closure.
- Meet assigned targets related to calls, customer engagement, repeat orders, reactivation, and revenue.
- Track customer feedback and identify recurring issues or opportunities for improving customer experience.
- Prepare regular reports on customer calls, orders, follow-ups, retention, and reactivation.

📌 Customer support (Delhi)
🏢 Morepen Laboratories
📍 Delhi