B2B Customer Retention & Success Specialist

Cartrack Technologies Indonesia; Jakarta Selatan; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

PT Cartrack South East Asia, Jakarta-based, seeks a proactive Customer Retention Agent (B2B) to manage corporate client relationships, deliver exceptional service, and drive retention and long‑term success. You will handle inbound inquiries, provide technical support, and coordinate vehicle repairs for operations.

You will also follow up proactively, leverage upselling and cross-selling opportunities, and collaborate with internal teams to resolve issues within SLAs.

Qualifications

• 3–5 years in Customer Success, CS, retention or related B2B role.
• Proven B2B retention experience including upselling and cross-selling.
• Experience in BPO, automotive, telematics, fleet management or SaaS is a plus.
• Fluent in English, both spoken and written.

Responsibilities

• Serve as the primary inbound contact for assigned B2B clients via phone and email.
• Provide first-level technical support and proactive follow-ups on cases and service requests.
• Monitor fleet repair activity and ensure timely follow-up on non-streaming units.
• Coordinate repair appointments and troubleshoot non-streaming vehicles.
• Escalate issues with internal teams to ensure prompt resolution within SLAs.
• Build strong relationships, drive retention, and pursue upsell/cross-sell opportunities.
• Maintain accurate records of interactions, follow-ups, and resolutions.

Skills

B2B retention

Upselling & cross-selling

Customer relationship management

Fluent English

Tools

Microsoft Excel

CRM software

Job description

PT Cartrack South East Asia, Jakarta-based, seeks a proactive Customer Retention Agent (B2B) to manage corporate client relationships, deliver exceptional service, and drive retention and long‑term success. You will handle inbound inquiries, provide technical support, and coordinate vehicle repairs for operations.

You will also follow up proactively, leverage upselling and cross-selling opportunities, and collaborate with internal teams to resolve issues within SLAs.