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 solid 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 prospects for improving customer experience.
Prepare regular reports on customer calls, orders, follow-ups, retention, and reactivation.

📌 Customer Support Delhi
🏢 Morepen Laboratories
📍 Delhi