Customer Retention Executive (Evening Shift)

ICON Global (Private) Limited is seeking a dedicated and customer-focused Customer Retention Executive to join their team at the DHA Phase II Extension location in Karachi. This full-time, onsite role involves working night shifts from 5:00 PM to 2:00 AM (Monday to Friday), with adjusted hours during daylight saving time. The successful candidate will play a vital role in maintaining and strengthening long-term relationships with international clients in the hospitality sector, ensuring their ongoing needs for hotel linen and related products are met efficiently. This position requires proactive account management, excellent communication skills, and the ability to identify growth opportunities to enhance customer satisfaction and business revenue.

Key Responsibilities

- Build and nurture strong relationships with existing international hospitality clients, including hotels and resorts.
- Maintain high levels of customer satisfaction through timely and effective communication.
- Encourage repeat business by understanding client needs and conducting regular follow-ups.
- Identify opportunities for upselling and cross-selling to increase account value.
- Respond promptly and professionally to customer inquiries via phone, email, and CRM platforms.
- Collaborate with internal teams such as Operations, Production, and Logistics to ensure smooth order processing and delivery.
- Resolve customer issues efficiently while preserving positive client relationships.
- Keep CRM records up to date with customer interactions, orders, and follow-up activities.
- Monitor account performance and contribute to achieving departmental revenue targets.

Required Qualifications

- Bachelor’s degree in Business Administration, Marketing, or a related field is preferred.
- 1-2 years of experience in Customer Retention, Account Management, International Sales, Business Development, or Customer Success.
- Experience working with international B2B clients; prior exposure to the hospitality industry is advantageous.
- Excellent verbal and written communication skills in English.
- Strong interpersonal, negotiation, and relationship management skills.
- Proficiency in CRM systems, with Zoho CRM experience considered a plus.
- Self-motivated, customer-oriented, and capable of managing multiple client accounts simultaneously.
- Willingness and ability to work night shifts aligned with U.S. business hours.

Preferred Qualifications and Benefits

ICON Global offers a competitive salary package along with an annual bonus and attendance bonus. Employees receive medical and life insurance coverage, provident fund benefits, paid leaves, and leave encashment options. The company is committed to career growth and development opportunities, providing a supportive environment for professional advancement.

This role requires working onsite at the Karachi office and is ideal for candidates seeking a challenging position in customer retention within the international hospitality sector.