Customer Retention (B2B)
Cartrack Asia · Jakarta Selatan, Indonesia
Sekilas tentang pekerjaan ini
Cartrack Asia mencari Customer Retention (B2B) berpengalaman untuk mendukung klien korporat serta meningkatkan kepuasan dan kualitas layanan di Jakarta Selatan.
Tugas utama
- Menangani pertanyaan dan permintaan layanan akun B2B melalui telepon dan email
- Memberikan dukungan teknis tingkat pertama dan menindaklanjuti kasus
- Memantau perbaikan armada dan mengatur janji perbaikan kendaraan
- Mengoordinasikan eskalasi hingga masalah terselesaikan
- Memberikan dukungan retensi, upselling, dan cross-selling kepada klien
Kualifikasi utama
- Pengalaman relevan 3–5 tahun di layanan pelanggan, retensi, atau key account management
- Pengalaman di BPO, otomotif, atau telematika diutamakan
- Mahir Microsoft Office, terutama Excel, serta memiliki kemampuan analitis dan presentasi
- Berorientasi pada pelanggan dan solusi, dengan kemampuan pemecahan masalah yang kuat
- Komunikatif dalam bahasa Inggris, proaktif, terorganisasi, dan mampu bekerja dalam tim
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Cartrack Asia.
Deskripsi pekerjaan
We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries , seeking an experienced Customer Care Retention (B2B) professional to support corporate clients and enhance customer satisfaction and service quality. Responsibilities Act as the primary point of contact for key B2B accounts , handling inquiries and service requests via inbound calls , as well as email correspondence.
Provide first-level technical support and proactively conduct outbound calls to follow up on cases, system issues, non-streaming units, and customer requests. Monitor fleet repair activities daily and ensure compliance with the fleet non-streaming list . Contact customers to investigate non-streaming units and arrange repair appointments for vehicles in active operation.
Coordinate and escalate issues to relevant internal teams, ensuring timely follow-up and resolution. Deliver end-to-end customer care support, including customer retention, upselling, and cross-selling to existing clients. Requirements 3–5 years of relevant experience in customer service, retention, or key account management; experience in BPO, automotive, or telematics is preferred.
Proficient in Microsoft Office , especially Excel, with strong analytical and presentation skills. Customer-centric and solution-oriented, with strong problem-solving capabilities. Excellent verbal and written communication skills, with the ability to engage effectively with corporate customers. Able to communicate clearly and professionally in English Proactive, organized, and self-motivated team player with a positive, can-do attitude.