Description:
ICON Global (Private) Limited is looking for a proactive and customer-focused Customer Service & Retention Executive to manage customer relationships and provide excellent support to our international hospitality clients.
In this role, you will be responsible for handling customer inquiries, managing existing accounts, processing orders, resolving customer concerns, and maintaining strong long-term relationships. You will also identify opportunities for repeat business, upselling, and cross-selling while ensuring a smooth customer experience from order placement through delivery.
Key Responsibilities
- Handle customer inquiries through phone calls, emails, live chat, and other communication channels in a professional and timely manner.
- Build and maintain strong relationships with existing international B2B clients.
- Understand customer requirements and provide appropriate product and service solutions.
- Process customer orders, prepare quotations, and create sales orders using QuickBooks.
- Follow up with customers to encourage repeat business and maintain long-term relationships.
- Identify opportunities for upselling, cross-selling, and account growth.
- Monitor order status and proactively update customers regarding order progress and delivery timelines.
- Coordinate with U.S.-based warehouse, Operations, Production, and Logistics teams to ensure smooth order fulfillment and shipment processing.
- Address and resolve customer complaints, concerns, and service-related issues effectively.
- Maintain accurate and up-to-date records of customer interactions, orders, follow-ups, and account information in the CRM.
- Conduct regular customer follow-ups to ensure satisfaction and identify ongoing or future requirements.
- Collaborate with internal teams to ensure a seamless customer experience.
- Monitor existing accounts and contribute toward customer retention, repeat business, and departmental revenue targets.
Requirements
- Bachelor's degree in Business, Marketing, or a related field is preferred.
- 3+ years of experience in International Customer Service, Customer Support, Retention, Account Management, or Sales Support.
- Experience with international B2B clients; hospitality industry experience is a plus.
- Excellent spoken and written English communication skills.
- Confident handling customers through phone, email, and chat.
- Strong customer service, relationship management, and problem-solving skills.
- Experience with CRM systems; Zoho CRM is a plus.
- Familiarity with QuickBooks and sales order processing is an advantage.
- Strong computer, organizational, and multitasking skills.
- Detail-oriented with a strong sense of ownership and accountability.
- Willingness to work night shifts aligned with U.S. business hours.