Customer support

Job Description Customer Retention Executive – Morepen

Roles and Responsibilities :

• We are looking for a Customer Retention Executive who will be responsible for engaging with existing/old customers, understanding their requirements, generating repeat orders, and providing timely support to ensure a positive customer experience and long-term retention.

  The ideal candidate should have strong communication skills, a customer-first approach, and the ability to build relationships with existing customers over calls and other communication channels.

  Key Responsibilities

  • Contact existing and inactive customers regularly to maintain relationships and understand their current requirements.
  • Follow up with customers to generate repeat orders and drive customer retention.
  • Understand customer needs, recommend relevant products/services, and assist customers in placing orders.
  • Handle customer queries related to products, orders, delivery, billing, and other service-related concerns.
  • Coordinate with internal teams such as Sales, Operations, Logistics, and Customer Support to resolve customer issues.
  • Maintain accurate records of customer interactions, requirements, orders, and follow-ups.
  • Identify inactive/lapsed customers and proactively engage with them to reactivate accounts.
  • Follow up on pending enquiries, previous orders, and potential repeat purchases.
  • Build strong relationships with customers and act as a single point of contact for their routine requirements.
  • Escalate complex complaints/issues to the relevant internal team and ensure timely closure.
  • Meet assigned targets related to calls, customer engagement, repeat orders, reactivation, and revenue.
  • Track customer feedback and identify recurring issues or opportunities for improving customer experience.
  • Prepare regular reports on customer calls, orders, follow-ups, retention, and reactivation.