Customer Retention Executive

Salary: RM3,500 – RM5,000 per month
Employment Type: Full-time
Working Days: Monday to Saturday (6-day workweek)
Working Hours: Regular working hours
Work Arrangement: Fully remote / Work from home

About the Role

We are looking for a motivated and customer-focused Customer Retention Executive to join our growing team.

In this role, you will maintain positive relationships with existing customers, reconnect with previous customers and provide timely assistance through approved communication channels.

This position is suitable for candidates with experience in customer retention, customer service, telesales, CRM, sales, account management or other customer-facing roles.

Key Responsibilities

• Build and maintain positive relationships with existing customers.
• Conduct customer follow-ups through phone calls, WhatsApp, email, chat and other approved communication channels.
• Reconnect with previous customers to understand their current needs.
• Provide accurate information about the company’s products, services and current offers.
• Assist customers with general enquiries, account-related matters and service concerns.
• Identify reasons for customer inactivity and recommend appropriate support or solutions.
• Handle customer questions and objections professionally.
• Record customer interactions, feedback and follow-up outcomes accurately in the CRM system.
• Escalate complex customer issues to the appropriate department when necessary.
• Support customer engagement, satisfaction and service-improvement initiatives.
• Work closely with the Customer Service, Marketing and Account Management teams.
• Achieve assigned KPIs related to response rates, successful follow-ups, customer satisfaction, retention and service quality.
• Handle customer information in accordance with company policies, data-privacy requirements and applicable communication guidelines.

Requirements

• Previous experience in customer retention, customer service, telesales, sales, CRM or account management is preferred.

• Fresh graduates with strong communication skills are welcome to apply.

• Good communication, interpersonal and relationship-building skills.

• Comfortable conducting outbound follow-ups with existing and previous customers.

• Customer-oriented, proactive and results-driven.

• Able to handle customer enquiries and objections professionally.

• Able to work independently as well as collaboratively within a team.

• Basic computer skills are required.

• Experience using CRM or customer-service systems will be an advantage.

• Mandarin proficiency is required to communicate with Mandarin-speaking customers in the assigned market.

• Good working proficiency in English.

• Comfortable working remotely after completing the training.

• Able to work six days per week, from Monday to Saturday.

What We Offer

• Basic salary of RM3,500 – RM5,000 per month.
• Performance-based incentives.
• Structured training and onboarding.
• Fully remote arrangement after training.
• Career-development and internal-progression opportunities.
• Supportive and collaborative working environment.
• Performance recognition and rewards.