We are looking for a proactive and customer-focused Customer Care Executive to deliver exceptional customer support while driving customer retention initiatives. The ideal candidate will be responsible for managing customer queries across multiple channels, ensuring a seamless post-purchase experience, and executing retention marketing activities to increase repeat purchases and customer loyalty.
Key ResponsibilitiesCustomer Support
- Handle customer inquiries via phone, email, WhatsApp, Instagram.
- Resolve customer complaints related to orders, deliveries, returns, exchanges, refunds, and product information.
- Coordinate with logistics and warehouse teams to ensure timely issue resolution.
- Maintain high customer satisfaction by providing prompt, empathetic, and accurate responses.
- Track and follow up on pending customer issues until closure.
- Maintain customer interaction records in the CRM or support platform.
- Meet defined response time and customer satisfaction (CSAT) targets.
Marketing & Customer Retention
- Plan and execute customer retention campaigns through WhatsApp, email, SMS, and other marketing channels.
- Develop strategies to increase repeat purchases and improve customer lifetime value.
- Create customer segments based on purchase history and engagement.
- Coordinate with the marketing team to launch promotional campaigns, festive offers, and loyalty initiatives.
- Monitor campaign performance and share reports on retention metrics.
- Collect customer feedback and provide actionable insights to improve products and services.
- Re-engage inactive customers through personalized communication and special offers.
- Support referral, loyalty, and reward programs to strengthen customer relationships.
Reporting & Coordination
- Prepare daily and weekly reports on customer queries, resolutions, repeat customer rate, and retention campaign performance.
- Collaborate with operations, marketing, and warehouse teams to ensure a seamless customer experience.
- Identify recurring customer concerns and recommend process improvements.
Required Skills
- Excellent verbal and written communication skills in English and regional languages (Hindi is an added advantage).
- Strong customer service and problem-solving skills.
- Good understanding of CRM systems and customer support tools.
- Basic knowledge of email marketing, WhatsApp marketing, and customer segmentation.
- Strong organizational and multitasking abilities.
- Proficiency in Microsoft Excel and Google Sheets.
- Ability to work in a fast-paced e-commerce environment.
Preferred Qualifications
- Bachelor's degree in any discipline.
- 1–3 years of experience in customer support, customer success, or customer retention, preferably in e-commerce or D2C brands.
- Experience with Shopify, shipping aggregators, CRM tools, or marketing automation platforms is an added advantage.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- First Response Time (FRT)
- Resolution Time (TAT)
- Customer Retention Rate
- Repeat Purchase Rate
- Customer Review Ratings
- Campaign Engagement Rate
- Revenue Generated from Retention Campaigns
- Customer Complaint Resolution Rate
What We're Looking For
- A customer-first mindset with excellent interpersonal skills.
- Someone who takes ownership and resolves issues proactively.
- A data-driven individual who can use customer insights to improve retention and loyalty.
- A collaborative team player who can work effectively across departments.
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
Application Question(s):
- Experience in Ecommerce or Product based B2C Business
Experience:
- Customer support: 2 years (Required)
Work Location: In person
