Job Description

Role Overview:

The Abandoned Cart Executive will be responsible for recovering potential lost sales by engaging with customers who have abandoned their online shopping carts. This role involves timely follow-ups through calls, emails, WhatsApp, and SMS to understand customer concerns, resolve queries, and encourage completion of purchases.

Key Responsibilities:

Monitor abandoned cart reports from the e-commerce platform/CRM. Reach out to customers via phone, email, WhatsApp, or SMS within defined timelines. Understand customer pain points (pricing, payment issues, product queries, delivery concerns, etc.). Provide personalized product information, offers, or solutions to increase conversion. Maintain daily follow-up logs and update CRM systems with customer interactions. Coordinate with operations, logistics, and customer support teams to resolve order-related issues. Share feedback with marketing and product teams on recurring reasons for cart abandonment. Achieve monthly recovery targets and conversion KPIs.

Key Skills & Competencies:

Strong communication and persuasion skills (verbal & written). Customer-centric approach with problem-solving ability. Ability to handle objections and convert interest into sales. Basic knowledge of e-commerce platforms, CRMs, and MS Excel/Google Sheets. Time management and ability to work under targets.

Qualifications:

Bachelor's degree in any discipline (Commerce/Marketing preferred). 1-3 years of experience in telesales, customer support, inside sales, or e-commerce. Experience in a D2C/e-commerce setup will be an added advantage.

Performance Metrics (KPIs):

% of carts recovered and converted into sales. Average response time for abandoned carts. Customer satisfaction scores post-interaction. Repeat purchase rates from recovered customers.
Job Type: Full-time

Pay: ?20,000.00 - ?35,000.00 per month

Benefits:

Health insurance Paid sick time Provident Fund
Work Location: In person

Expected Start Date: 01/09/2025