Customer Support and Retention Specialist

Digi Desire, a Lahore-based digital marketing agency, specializes in SEO, Google Business Profile optimization, web development, and AI automation for local business owners across the US. We pride ourselves on delivering exceptional visibility and lead generation for our clients, supported by a dedicated team that ensures long-term satisfaction and loyalty.

Key Responsibilities
- Respond promptly to client inquiries via calls, emails, and chats, addressing questions related to SEO, GMB, and other services.
- Welcome new clients by guiding them through the onboarding process and ensuring they are well-informed and set up for success.
- Maintain regular communication with clients, providing progress updates to build trust and confidence in our services.
- Manage complaints and concerns with empathy, taking ownership of issues and escalating to appropriate teams when necessary.
- Identify clients at risk of cancellation and engage in retention efforts to secure their continued partnership.
- Handle billing, payment, and subscription renewal inquiries to ensure timely renewals.
- Recognize opportunities for service upgrades or add-ons and refer qualified leads to the sales team.
- Accurately document all client interactions, tickets, and outcomes in the CRM, following up until resolution.
- Adhere strictly to company scripts, policies, and ethical standards while safeguarding client data and payment information.
- Follow up on overdue, failed, or declined payments through multiple communication channels, confirming payment details and securing payments within agreed timelines.
- Establish payment plans only with management approval, documenting these arrangements in the CRM and monitoring until balances are cleared.
- Re-engage lapsed or cancelled clients with approved offers and calls to win them back as paying customers.
- Escalate unresolved or disputed accounts to the Sales Manager, maintaining professionalism and compliance with collections regulations at all times.

Required Qualifications
- Proven experience in customer support, client success, account management, or retention, preferably serving US-based customers.
- Excellent spoken and written English with a clear, polite, and confident communication style.
- Strong problem-solving abilities, active listening skills, and proficiency in handling objections.
- Willingness and discipline to work night shifts consistently and punctually.
- Familiarity with CRM systems, ticketing platforms, and VoIP dialers, along with strong typing and documentation skills.

Preferred Qualifications and Benefits
- Competitive base salary with performance-based incentives tied to client retention and renewals.
- Health card benefits provided after the probation period.
- Comprehensive training on company services, scripts, and tools from the first day.
- Transparent payroll processed via bank transfer and a structured, professional work environment.
- Clear performance targets including daily calls, check-ins, and follow-ups.
- Opportunities for career advancement into senior support, account management, and team leadership roles.
- Success metrics include fast response times, high client satisfaction, low cancellation rates, accurate CRM records, timely renewals, effective payment recovery within 30 days, and strong win-back results.

Work Location: This position requires in-person attendance at the Lahore office.

Salary Range: Rs80,000 to Rs120,000 per month.