Customer Success Agent (B2B)
Cartrack Asia · South Jakarta, Indonesia
Sekilas tentang pekerjaan ini
Cartrack Asia mencari Customer Success Agent (B2B) untuk mengelola hubungan dengan klien korporat, memberikan dukungan, serta mendorong kepuasan dan retensi pelanggan. Posisi ini berlokasi di Jakarta Selatan dan ditujukan bagi kandidat dengan pengalaman 3–5 tahun di bidang layanan pelanggan B2B terkait.
Tugas utama
- Menjadi kontak utama klien B2B dan menangani pertanyaan serta permintaan layanan.
- Memberikan dukungan teknis tingkat pertama dan menindaklanjuti masalah pelanggan.
- Memantau perbaikan armada dan mengatur janji perbaikan kendaraan.
- Bekerja sama dengan tim internal untuk menyelesaikan masalah sesuai tingkat layanan.
- Menjaga hubungan pelanggan, mendorong retensi, serta mencari peluang upselling dan cross-selling.
Kualifikasi utama
- Pengalaman 3–5 tahun di Customer Success, layanan pelanggan, retensi, atau peran B2B terkait.
- Berpengalaman dalam retensi B2B, upselling, cross-selling, dan tindak lanjut proaktif.
- Mahir menggunakan Microsoft Office, terutama Microsoft Excel, serta memiliki kemampuan analisis dan pelaporan.
- Memiliki keterampilan layanan pelanggan, pemecahan masalah, komunikasi, dan pengelolaan hubungan.
- Fasih berbahasa Inggris lisan dan tulisan.
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 . We are looking for a proactive and customer-focused Customer Success Executive (B2B) to manage corporate client relationships, deliver exceptional service, and drive customer satisfaction, retention, and long-term success. Key Responsibilities Serve as the primary point of contact for assigned B2B clients, handling customer inquiries and service requests via phone and email.
Provide first-level technical support and proactively follow up on customer cases, system-related issues, non-streaming units, and outstanding service requests. Monitor daily fleet repair activities and ensure timely follow-up on vehicles listed as non-streaming. Contact customers to troubleshoot non-streaming units and coordinate repair appointments for vehicles in operation.
Work closely with internal departments to escalate issues and ensure prompt resolution within agreed service levels. Build strong relationships with existing customers by delivering end-to-end customer support while driving customer retention, upselling, and cross-selling opportunities. Maintain accurate records of customer interactions, follow-ups, and resolutions to ensure excellent service delivery.
Requirements 3–5 years of experience in Customer Success, Customer Service, Customer Retention, Key Account Management, or a related B2B customer-facing role. Proven experience in B2B customer retention, including upselling, cross-selling, preventing customer cancellations, and conducting proactive outbound follow-ups. Experience in the BPO, automotive, telematics, fleet management, or SaaS industry is an advantage.
Proficiency in Microsoft Office, particularly Microsoft Excel, with strong analytical and reporting skills. Excellent customer service, problem-solving, and relationship management skills, with a strong customer-focused mindset. Strong verbal and written communication skills, with the ability to engage professionally and confidently with corporate clients.
Fluent in spoken and written English (mandatory). Highly organized, proactive, and self-motivated, with the ability to work collaboratively in a fast-paced environment while maintaining a positive attitude.