Location : Gurgaon Sec 54 | Work days : Monday to Friday (in-office), Saturday (WFH)
Job Overview: We are hiring a Customer Retention Executive to connect with customers, recover missed sales opportunities, resolve delivery-related issues and improve customer satisfaction. You will play an significant role in ensuring customers have a positive experience from placing an order to receiving their products.
Key Responsibilities:
- Call customers who have shown interest in products but have not completed their purchases.
- Follow up on pending orders, delivery issues, and unsuccessful delivery attempts.
- Coordinate with customers and courier partners to ensure successful order delivery.
- Handle customer queries related to orders, payments, cancellations, returns, and refunds.
- Maintain customer records and follow-up updates using Google Sheets or MS Excel.
- Follow up with customers to improve order confirmation and reduce return-to-origin (RTO) orders.
- Identify customer concerns and suggest ways to improve customer satisfaction.
- Track daily calls, follow-ups, conversions, and other performance metrics.