B2B Customer Experience Lead (SaaS/Telematics)

Cartrack Technologies Indonesia; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Cartrack Technologies Indonesia is seeking an experienced Customer Care professional to support B2B clients and enhance satisfaction and service quality. You will be the primary contact for key accounts, handling inquiries via inbound calls and email, and delivering end-to-end support.

With 5–8 years in customer service or key account roles, preferably in SaaS, automotive, or telematics, you will analyze cases, coordinate repairs, upsell and cross-sell to existing clients, and collaborate across

Qualifications

• 5–8 years of experience in customer service, retention, or key account management.
• Experience in SaaS, automotive, or telematics preferred.
• Proficient in Microsoft 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.

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 escalation 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.

Skills

Customer service

Account management

Communication

Excel

Tools

Excel

Job description

Cartrack Technologies Indonesia is seeking an experienced Customer Care professional to support B2B clients and enhance satisfaction and service quality. You will be the primary contact for key accounts, handling inquiries via inbound calls and email, and delivering end-to-end support.

With 5–8 years in customer service or key account roles, preferably in SaaS, automotive, or telematics, you will analyze cases, coordinate repairs, upsell and cross-sell to existing clients, and collaborate across