Onboarding & Account Retention Executive

About the job
We are looking for a customer-focused Onboarding & Account Retention Executive to join our team on-site in either Karachi. This role is critical in guiding new clients through our onboarding process, addressing customer concerns efficiently, and ensuring continued satisfaction to retain accounts. You will handle both email and phone communications, applying structured problem-solving methods taught during training.

Key Responsibilities
Guide new clients through the onboarding process, ensuring they understand the product/service and setup requirements.
Respond to customer inquiries via email and phone in a timely, clear, and professional manner.
Use company-provided tools and methods to identify and resolve customer issues effectively.
Follow up with clients to ensure satisfaction and successful implementation.
Monitor client engagement and usage to detect potential risks and proactively address concerns.
Maintain accurate records of customer interactions, feedback, and resolutions.
Collaborate with internal departments (Tech, Product, Sales) to resolve complex issues.
Identify opportunities to improve the onboarding process and client retention strategies.

Requirements
Bachelor’s degree in Business Administration, Communication, or a related field.
Prior experience in customer service, account management, or client onboarding is preferred.
Excellent written and verbal communication skills, especially over email and phone.
Strong problem-solving skills with a solution-oriented mindset.
Ability to learn and apply company processes and systems quickly.
Comfortable working in a fast-paced, collaborative environment.
Fluency in English is required; regional languages are a plus.

What We Offer
On-site role with hands-on training and mentoring
A supportive and growing team environment
Competitive salary and performance-based incentives
Opportunities for long-term growth and development
Modern office facilities in both locations