About the Role

We are looking for a proactive, customer-focused individual to manage the customer journey from product discovery to purchase and post-purchase support. The role involves following up with potential customers, recovering abandoned checkouts, converting leads into sales, and ensuring a seamless shopping experience for every customer.

The ideal candidate should have excellent communication skills, a sales-driven mindset, and the ability to build customer relationships while representing the 9SKIN brand professionally.

Key Responsibilities

1. Abandoned Checkout Recovery & Sales

- Follow up with customers who have added products to their cart but have not completed their purchase.
- Contact customers through WhatsApp, phone calls, and other approved communication channels.
- Understand why customers have abandoned their checkout and help resolve concerns related to pricing, products, payments, or delivery.
- Encourage customers to complete their purchases and convert abandoned checkouts into successful orders.
- Track follow-ups, customer responses, and recovered sales.

2. Customer Follow-Up & Lead Conversion

- Follow up with customers who have enquired about 9SKIN products through the website, social media, WhatsApp, or other channels.
- Convert enquiries into orders through timely and personalised communication.
- Explain product benefits, usage instructions, pricing, and suitable product options based on customer needs.
- Follow up with interested customers until the purchase decision is made.
- Maintain a professional and persuasive approach without pressuring customers.

3. Customer Journey Management

- Support customers throughout their journey, from their first enquiry to checkout, order confirmation, delivery, and post-purchase care.
- Ensure customers receive timely responses and relevant information at every stage.




- Follow up with customers after delivery to understand their experience and address concerns.
- Encourage repeat purchases by reminding customers about replenishment, relevant products, and suitable skincare routines.
- Identify opportunities to improve customer satisfaction and retention.

4. Customer Support & Issue Resolution

- Respond to customer queries regarding products, orders, payments, shipping, and delivery.
- Resolve routine customer concerns promptly and escalate complex complaints to the relevant team.
- Maintain clear communication with the operations and dispatch teams to resolve order-related issues.
- Ensure all customer interactions reflect 9SKIN’s brand values and service standards.

5. CRM, Reporting & Accountability

- Maintain accurate records of customer enquiries, abandoned checkouts, follow-ups, and sales conversions.
- Update the designated CRM, Google Sheets, or customer management system daily.
- Track the number of customers contacted, responses received, orders converted, and revenue generated.
- Submit daily activity reports and weekly performance summaries.
- Ensure no high-intent customer enquiry or follow-up is missed.

Key Performance Indicators (KPIs)

Performance will be evaluated based on:

- Abandoned Checkout Recovery: Number and percentage of abandoned checkouts converted into orders.
- Sales Conversion: Revenue generated through customer follow-ups and lead conversion.
- Follow-Up Completion: Percentage of assigned customers contacted within the required timeframe.
- Response Time: Timely responses to customer enquiries.
- Customer Satisfaction: Quality of support and resolution of customer concerns.
- Repeat Purchase Rate: Contribution to customer retention and repeat orders.
- Reporting & CRM Accuracy: Consistent and accurate daily updates.

Pay: ₹10,000.00 - ₹30,000.00 per month

Benefits

- Adaptable schedule

Work Location: In person

📌 Customer Support Representative (Gopalapuram)
🏢 N9SKIN BEAUTY PRIVATE
📍 Gopalapuram