Customer Care Executive

Hiring: Customer Care & Skincare Sales Executive (Upsell Specialist)

Brand: House of Beauty India
Location: Gurgaon / Delhi NCR (Office Based)
Department: Customer Experience & Sales

About the Role

We are looking for a skincare-savvy Customer Care Executive who can go beyond answering queries and actively convert conversations into sales.

This role combines customer support + skincare consultation + revenue generation across WhatsApp, Instagram, website chat, and calls.

You will act as a Beauty Advisor for House of Beauty, guiding customers toward the right routines, tools, and treatments while delivering a premium brand experience.

Key Responsibilities

• Handle customer queries across WhatsApp & Calls Understand customer concerns (acne, pigmentation, ageing, hair fall, dark circles etc.)

• Recommend personalised skincare routines & Face Yoga solutions

• Drive upselling and cross-selling of products and kits

• Convert consultations into confirmed orders

• Follow up on abandoned carts & pending payments

• Assist customers with checkout and payment completion

• Maintain customer relationship & repeat purchase journey

• Coordinate with logistics and operations for order resolution

• Maintain professional tone aligned with luxury beauty brand communication

Ideal Candidate

• Prior experience in skincare / salon / wellness / beauty brand

• Strong understanding of skin concerns & products

• Sales-oriented mindset (not only support)

• Excellent Hindi & English communication

• Comfortable with chat + voice process

• Passion for beauty, skin transformation & customer interaction

KRA (Key Result Areas)

1. Revenue & Conversion

• Achieve daily and monthly sales conversion targets

• Upsell complementary products in every interaction

• Increase Average Order Value (AOV)

2. Customer Consultation

• Provide accurate skincare recommendations

• Maintain consultation quality aligned with House of Beauty protocols

• Deliver personalised routines

3. Response Efficiency

• Maintain fast response time across all platforms

• Ensure high customer satisfaction ratings

4. Lead Management

• Follow up on warm leads & abandoned carts

• Convert enquiries into paid orders

5. CRM & Reporting

• Maintain customer notes and order tracking

• Daily reporting of leads, conversions & sales generated

• It is a Full Time Sales / Business Development job for candidates with 4 - 6+ years Experience.