Customer Support Representative

About the Role

We are looking for a proactive, customer-focused individual to manage the customer journey from product discovery to purchase and post-purchase support. The role involves following up with potential customers, recovering abandoned checkouts, converting leads into sales, and ensuring a seamless shopping experience for every customer.

The ideal candidate should have excellent communication skills, a sales-driven mindset, and the ability to build customer relationships while representing the 9SKIN brand professionally.

Key Responsibilities

Abandoned Checkout Recovery & Sales

Follow up with customers who have added products to their cart but have not completed their purchase.

Contact customers through WhatsApp, phone calls, and other approved communication channels.

Understand why customers have abandoned their checkout and help resolve concerns related to pricing, products, payments, or delivery.

Encourage customers to complete their purchases and convert abandoned checkouts into successful orders.

Track follow-ups, customer responses, and recovered sales.

Customer Follow-Up & Lead Conversion

Follow up with customers who have enquired about 9SKIN products through the website, social media, WhatsApp, or other channels.

Convert enquiries into orders through timely and personalised communication.

Explain product benefits, usage instructions, pricing, and suitable product options based on customer needs.

Follow up with interested customers until the purchase decision is made.

Maintain a professional and persuasive approach without pressuring customers.

Customer Journey Management

Support customers throughout their journey, from their first enquiry to checkout, order confirmation, delivery, and post-purchase care.

Ensure customers receive timely responses and relevant information at every stage.

Follow up with customers after delivery to understand their experience and address concerns.

Encourage repeat purchases by reminding customers about replenishment, relevant products, and suitable skincare routines.

Identify opportunities to improve customer satisfaction and retention.

Customer Support & Issue Resolution

Respond to customer queries regarding products, orders, payments, shipping, and delivery.

Resolve routine customer concerns promptly and escalate complex complaints to the relevant team.

Maintain clear communication with the operations and dispatch teams to resolve order-related issues.

Ensure all customer interactions reflect 9SKIN’s brand values and service standards.

CRM, Reporting & Accountability

Maintain accurate records of customer enquiries, abandoned checkouts, follow-ups, and sales conversions.

Update the designated CRM, Google Sheets, or customer management system daily.

Track the number of customers contacted, responses received, orders converted, and revenue generated.

Submit daily activity reports and weekly performance summaries.

Ensure no high-intent customer enquiry or follow-up is missed.

Key Performance Indicators (KPIs)

Performance will be evaluated based on

Abandoned Checkout Recovery

Number and percentage of abandoned checkouts converted into orders.

Sales Conversion

Revenue generated through customer follow-ups and lead conversion.

Follow-Up Completion

Percentage of assigned customers contacted within the required timeframe.

Response Time

Timely responses to customer enquiries.

Customer Satisfaction

Quality of support and resolution of customer concerns.

Repeat Purchase Rate

Contribution to customer retention and repeat orders.

Reporting & CRM Accuracy

Consistent and accurate daily updates.

Pay

₹10,000.00 - ₹30,000.00 per month

Benefits

Flexible schedule

Work Location

In person