Customer Retention & Telecalling sales Executive

Role: Customer Retention & Telecalling Executive

Company: Distacart
Location: Pune
Working Days: 6 days a week
Working Hours: 9 hours per day
Primary Shift: 8:00 PM to 6:00 AM

Job Description:

Distacart is looking for confident, customer-focused, and result-oriented Customer Retention & Telecalling Executives to join our Pune team.

The role involves connecting with international customers who have shown interest in purchasing from Distacart, including customers with abandoned carts, previous customers, and other retention opportunities. The ideal candidate should have excellent spoken English, strong communication skills, active listening abilities, and the confidence to interact professionally with international customers over calls.

This role is not limited to telecalling. The executive will also be responsible for maintaining customer data, updating Excel/CRM trackers, documenting customer feedback, supporting sales conversions, and sharing customer insights with the Team Lead and management.

Key Responsibilities

1. Customer Calling & Cart Recovery

• Contact customers who have added products to their cart but have not completed their purchase.
• Understand the reasons behind cart abandonment or purchase hesitation.
• Assist customers with product availability, pricing, payment, delivery, and ordering-related queries.
• Guide interested customers toward completing their purchases.
• Follow up with potential customers as required.
• Maintain a professional, polite, and consultative approach during every interaction.

2. Customer Retention & Engagement

• Connect with existing and previous Distacart customers to encourage repeat purchases.
• Understand customer requirements, preferences, and buying behavior.
• Build positive customer relationships through regular and meaningful communication.
• Identify opportunities for future purchases.
• Re-engage dormant or inactive customers as assigned.
• Ensure a positive customer experience throughout the interaction.

3. Sales & Conversion

• Work toward defined daily, weekly, and monthly calling and conversion targets.
• Identify genuine purchase opportunities during customer conversations.
• Encourage customers to complete purchases without using aggressive sales techniques.
• Follow up systematically with interested customers.
• Maintain accurate records of converted, interested, follow-up, and non-converted customers.

4. Customer Feedback & Issue Identification

• Understand and accurately document customer concerns and feedback.
• Identify common reasons for cart abandonment and incomplete purchases.
• Highlight recurring issues related to products, payments, delivery, website experience, or customer service.
• Escalate important concerns to the Team Lead or relevant internal teams.
• Share customer insights that can help improve customer experience and conversion rates.

5. Data & Excel/CRM Management

• Maintain daily calling and customer interaction records.
• Update customer status, call outcomes, follow-up dates, and remarks accurately.
• Maintain customer data hygiene and ensure records are updated regularly.
• Update daily and weekly performance trackers.
• Document customer conversations and outcomes properly.
• Avoid duplicate, incorrect, or incomplete customer records.

6. Reporting & Management Updates

Regularly share updates with the Team Lead and management on:

• Calls completed and customers connected.
• Follow-ups generated and orders converted.
• Customer retention opportunities.
• Common customer concerns and product-related queries.
• Reasons for cart abandonment.
• Customer insights and recurring trends.

Coordinate with relevant internal teams to support faster issue resolution and improve customer satisfaction.

Required Skills & Qualifications

• Excellent spoken English and strong verbal communication skills.
• Clear pronunciation and professional telephone etiquette.
• Confidence in communicating with international customers.
• Strong listening and comprehension skills.
• Customer-focused approach with a positive attitude.
• Good persuasion, negotiation, and sales conversion skills.
• Ability to build customer relationships and handle objections professionally.
• Basic to intermediate knowledge of MS Excel and CRM tools.
• Good data management, documentation, and reporting skills.
• Ability to work toward daily, weekly, and monthly performance targets.
• Prior experience in international voice process, telecalling, telesales, customer retention, or customer support is preferred.

Preferred Candidate Profile

• Candidates with experience handling international customers over calls.
• Candidates with excellent English communication and strong customer-handling skills.
• Candidates who are comfortable with outbound calling, follow-ups, and sales conversion.
• Candidates who can manage customer records and maintain accurate Excel/CRM trackers.
• Candidates who demonstrate confidence, patience, ownership, and a result-oriented approach.

Excellent English Communication is mandatory for this role.

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