Customer Care Officer

Cartrack; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

Cartrack is seeking a Customer Success Associate to onboard new customers (pre/post implementation), conduct regular reviews, handle inquiries, perform health checks, retain customers, and manage contract renewals and upsells during office hours.

You will train customers on our SaaS platform, explain applications, respond promptly across channels, and compile daily efficiency reports, while maintaining a positive, empathetic attitude and working well both independently and in a team.

Qualifications

• Diploma/Bachelors Degree in any field with outstanding academic performance or equivalent industry experience
• Experience in customer service
• Proficient in English
• Tech-savvy and computer literate
• Excellent communication and interpersonal skills
• Hands-on and a positive attitude
• Team player with a high level of energy and able to work independently

Responsibilities

• Onboarding new customers (Pre/Post implementation)
• Conduct regular reviews with customers
• Handle customer's enquiries
• Conduct health check
• Retain customers
• Conduct training feedback
• Process cancellation
• Negotiate contract renewal
• Upsell package
• Manage OTRS Ticket In/Outbound Call
• Control room during office hours
• Perform other duties as assigned by the General Manager
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Explain the different applications on our platform to customers and enhance Cartrack's position as the technology partner of choice.
• Train customers on how to derive the most value from our Software-as-a-Service platform.
• Ensure customer satisfaction and provide professional customer support.
• Acknowledge and resolve customer complaints, whilst ensuring they are always in the loop.
• Responding promptly to customer inquiries and communicating with customers through various channels.
• Providing feedback on the efficiency of the customer service process.
• Identify opportunities to sell additional services and or Cartrack software applications to clients.
• Compile daily efficiency and productivity reports.

Job description

Primary Functions:

• Onboarding new customers (Pre/Post implementation)
• Conduct regular reviews with customers
• Handle customer's enquiries
• Conduct health check
• Retain customers
• Conduct training feedback
• Process cancellation
• Negotiate contract renewal
• Upsell package
• Manage OTRS Ticket In/Outbound Call
• Control room during office hours
• Perform other duties as assigned by the General Manager.

Secondary Functions:

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Explain the different applications on our platform to customers and enhance Cartrack's position as the technology partner of choice.
• Train customers on how to derive the most value from our Software-as-a-Service platform.
• Ensure customer satisfaction and provide professional customer support.
• Acknowledge and resolve customer complaints, whilst ensuring they are always in the loop.
• Responding promptly to customer inquiries and communicating with customers through various channels.
• Providing feedback on the efficiency of the customer service process.
• Identify opportunities to sell additional services and or Cartrack software applications to clients.
• Compile daily efficiency and productivity reports.

Requirements:

• Diploma/Bachelors Degree in any field with outstanding academic performance or equivalent industry experience
• Experience in customer service.
• Proficient in English.
• Tech-savvy and computer literate.
• Excellent communication and interpersonal skills.
• Hands-on and a positive attitude.
• Team player with a high level of energy and able to work independently.