We are looking for a Customer Support & Customer Retention Executive to join our team. The candidate will be responsible for handling customer queries, post-order support, returns and exchanges, as well as engaging with existing customers to encourage repeat purchases.
Key Responsibilities
- Handle post-order, post-delivery and customer support communication through calls, WhatsApp and emails.
- Re-engage existing and inactive customers to generate repeat purchases.
- Handle returns, exchanges and cancellations while making efforts to retain and save orders wherever possible.
- Assist customers with fit, size and product-related guidance to improve their shopping experience and reduce returns.
- Collect structured customer feedback related to product quality, fit, delivery and overall customer experience.
- Maintain accurate customer records, preferences and interaction history.
- Coordinate customer feedback and insights with internal teams to help improve products and processes.
- Prepare and maintain daily and weekly performance reports.
- Follow up with customers proactively and ensure timely resolution of their concerns.
Requirements:
- Graduate from a recognized university.
- Excellent spoken and written English communication skills.
- Robust customer-handling and interpersonal skills.
- Good convincing and problem-solving abilities.
- Comfortable communicating with customers over phone, WhatsApp and email.
- Basic knowledge of MS Excel/Google Sheets and customer records.
- Customer-focused attitude with a proactive approach.
- Ability to work independently and manage multiple customer interactions.
- Immediate joiners will be preferred.