B2B Customer Success & Retention Specialist

Cartrack Technologies Indonesia; Jakarta Selatan; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

PT Cartrack South East Asia seeks a proactive Customer Relations (B2B) specialist to manage corporate client relationships, deliver customer support, and drive satisfaction and retention. The role involves handling inquiries, providing first-level technical support, and coordinating repair appointments for active vehicles in Indonesia.

The ideal candidate has 3–5 years in B2B customer-facing roles, experience in telematics or SaaS, and strong English communication.

Qualifications

• 3–5 years of relevant experience in Customer Relations, Customer Service, Customer Retention, Key Account Management, or other B2B customer-facing roles.
• Experience in BPO, automotive, telematics, fleet management, or SaaS is preferred.
• Excellent verbal and written communication with corporate customers.
• Able to communicate effectively in English.
• Proactive, organized, self-motivated and collaborative in fast-paced environments.

Responsibilities

• Serve as the primary point of contact for assigned B2B clients, handling inquiries and service requests via calls and email.
• Provide first-level technical support and follow up on customer cases and outstanding service requests.
• Monitor daily fleet repair activities and follow up on non-streaming vehicles.
• Contact customers to investigate non-streaming units and coordinate repair appointments.
• Build and maintain strong customer relationships by understanding needs and addressing concerns.
• Coordinate and escalate issues to internal teams with timely follow-up and resolution.
• Provide end-to-end customer support while identifying retention, renewal, upselling, and cross-selling opportunities.
• Maintain records of customer interactions, follow-ups, issues and resolutions.

Skills

B2B customer relationships

Customer service

Account management

English communication

Microsoft Excel

Tools

Microsoft Excel

Job description

PT Cartrack South East Asia seeks a proactive Customer Relations (B2B) specialist to manage corporate client relationships, deliver customer support, and drive satisfaction and retention. The role involves handling inquiries, providing first-level technical support, and coordinating repair appointments for active vehicles in Indonesia.

The ideal candidate has 3–5 years in B2B customer-facing roles, experience in telematics or SaaS, and strong English communication.