Customer Retention Executive

2 weeks ago

Karachi, Sindh, Pakistan Icon Global Pvt. Ltd Full time 900,000 - 1,200,000 per year

ICON Global (Pvt.) Ltd. is hiring a Customer Retention Executive who will be responsible for strengthening long-term customer relationships, reducing churn, and ensuring client satisfaction.

Key Responsibilities:

  • Build and maintain strong relationships with existing clients to encourage repeat business and customer loyalty.
  • Handle customer queries and complaints across phone, email, and chat with professionalism and empathy.
  • Analyse customer behaviour to identify potential churn risks and implement strategies to retain them.
  • Up sell and cross-sell products/services to maximise customer value.Maintain accurate customer records in CRM (Zoho CRM experience preferred).
  • Collaborate with internal departments (Sales, Marketing, Accounts & Logistics) to resolve customer issues and improve service delivery.
  • Track retention metrics and prepare regular reports on customer satisfaction, loyalty, and feedback.

Job Requirements:

  • Bachelor's/Master's degree in Marketing, Business Administration, or a related field.
  • Minimum 2 years of experience in customer retention, client relations, or customer service.
  • Strong communication, negotiation, and problem-solving skills.
  • Familiarity with CRM systems (Zoho CRM experience will be a plus).
  • Strong sales acumen and customer-focused mindset.

Location: DHA Phase 2 Extension, Karachi

Timings: 5 PM - 2 AM (Monday - Friday)

Job Type: Full-time

Work Location: In person

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