Job Description

Customer Retention Executive Position Overview

We are looking for a Customer Retention Executive to connect with prospective customers who have shown interest in our products but haven't completed a purchase. Using insights from our website analytics tools (including Microsoft Clarity and CRM reports), you will make personalized follow-up calls and emails to understand customer needs, assist with order completion, and gather valuable feedback on their online experience.

This is a key customer-facing role focused on building relationships, recovering lost sales, and improving customer satisfaction -- not hard selling.

Key Responsibilities

Review daily and weekly reports of abandoned carts, incomplete checkouts, and unfulfilled inquiries provided by the marketing team. Make outbound calls and send personalized emails to these customers in a professional, customer-centric tone. Understand and document the reason for non-purchase (e.g., pricing, product confusion, shipping cost, site issue). Offer assistance -- such as helping locate products, explaining shipping options, or clarifying bulk discounts. Escalate any recurring feedback or technical issues to the marketing or web team. Maintain accurate call notes and status updates in the CRM system. Follow all privacy, consent, and data protection rules when handling customer information. Achieve performance metrics related to contact rates, customer satisfaction, and recovered revenue.

Required Skills & Qualifications

Excellent verbal and written communication skills (U.S. English proficiency required). Professional phone etiquette -- warm, empathetic, and confident communicator. 1-3 years of experience in customer support, inside sales, or e-commerce follow-up roles. Familiarity with CRM tools (HubSpot, Zoho, or similar) and call-tracking systems. Basic understanding of privacy regulations (CCPA) and ethical handling of customer data. Ability to balance conversion goals with genuine customer care. Comfortable working with data from analytics tools such as Microsoft Clarity or Google Analytics

Preferred Qualifications

Experience in B2B or e-commerce environments (packaging, logistics, or supply industry a plus). Prior success in abandoned cart recovery or lead-nurturing campaigns. Multitasking and time-management skills in a fast-paced setting.
Job Type: Full-time

Pay: ?400,000.00 - ?600,000.00 per year

Benefits:

Health insurance Leave encashment Paid sick time Paid time off Provident Fund
Ability to commute/relocate:

Malad, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

What's your current location
Education:

Bachelor's (Preferred)
Experience:

Customer retention: 4 years (Preferred)
Shift availability:

Night Shift (Required) Overnight Shift (Required)
Work Location: In person