Customer Retention Executive

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