Customer Retention Specialist (U.S Market)

Job Details:

• Job Title: Customer Retention Specialist (U.S Market)
• Company: Icon Global (Private) Limited
• Location: Phase II Ext, D.H.A, Karachi
• Shift: 5:00 PM – 2:00 AM
• Employment Type: Full-time (on-site)

Role Overview

As part of our team, you will be the primary point of contact for existing customers, focused on creating positive experiences, resolving concerns, and uncovering opportunities for growth. Your efforts will directly contribute to reducing customer churn and maximizing client value.

Responsibilities

• Foster lasting relationships with current clients to strengthen loyalty and encourage repeat business.
• Respond to customer concerns and inquiries across phone, email, and chat with empathy and professionalism.
• Identify at-risk customers through behavioural insights and implement tailored retention strategies.
• Promote additional products and services through upselling and cross-selling initiatives.
• Maintain up-to-date and accurate records in CRM systems (Zoho CRM experience is advantageous).
• Work closely with Sales, Marketing, Accounts, and Logistics teams to resolve issues and enhance customer experiences.
• Track retention KPIs and prepare reports highlighting customer satisfaction, feedback, and loyalty trends.

Qualifications

• Bachelor’s or Master’s degree in Marketing, Business Administration, or a related discipline.
• 2+ years of proven experience in customer retention, client management, or customer service.
• Strong interpersonal, negotiation, and conflict-resolution skills.
• Proficiency with CRM tools (Zoho CRM preferred).
• A sales-driven mindset with a strong focus on customer needs.

What We Offer

• Provident Fund Support
• Medical & Life Insurance
• Commission
• Annual Bonus
• Attendance Bonus
• Paid Leaves
• Leave Encashment

Job Type: Full-time

Application Question(s):

• Are you comfortable working the night shift (5:00 PM – 2:00 AM)?
• Have you worked with international clients, specifically in the US market?
• Are you comfortable handling customer inquiries across phone, email, and chat channels?
• Do you have experience in upselling or cross-selling products/services to existing customers?

Education:

• Bachelor's (Required)

Experience:

• Customer Retention: 2 years (Required)

Language:

• English (Required)

Work Location: In person