Customer Care Officer (Retention)

Cartrack Technologies Indonesia; Jakarta Selatan; On-site; IDR 33,480,000 - 55,800,000; Full time

Job summary

Cartrack South East Asia in Indonesia is seeking a Customer Care Officer (Retention) to strengthen relationships with existing clients and help them maximize value from our SaaS platform.

You will work with cross-functional teams to identify upsell opportunities, ensure customer satisfaction, and maintain accurate CRM records to drive retention and revenue growth.

Qualifications

• Diploma or Degree in Business, Marketing, Communications, or related field.
• Must be Fluent in English (written & spoken).
• 1–3 years of experience in account management, customer success, or sales (preferred).
• Strong communication and interpersonal skills.
• Ability to build rapport and maintain long-term client relationships.
• Customer-centric mindset with a consultative approach.
• Self-motivated, results-driven, and able to work independently.
• Comfortable making outbound calls and conducting client follow-ups.

Responsibilities

• Manage and maintain relationships with existing customers.
• Proactively contact clients to introduce and explain the latest products, features, and services.
• Ensure customers fully understand and maximize the value of their current packages.
• Identify upselling and cross-selling opportunities within the existing client base.
• Provide consultative support to help customers optimize usage of our platform and services.
• Address customer queries, concerns, and service-related issues in a timely and professional manner.
• Collaborate with internal teams (e.g., Support, Operations, Product) to resolve client matters effectively.
• Maintain accurate records of customer interactions and updates in the CRM system.
• Achieve retention, engagement, and revenue growth targets.

Skills

Fluent English

Relationship building

Communication

Outbound calling

Independent work

Education

Diploma or Degree in Business/Marketing/Communications

Tools

CRM software

Job description

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries, and we are looking for a Customer Care Officer (Retention) to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibility

Manage and maintain relationships with existing customers.

Proactively contact clients to introduce and explain the latest products, features, and services.

Ensure customers fully understand and maximize the value of their current packages.

Identify upselling and cross-selling opportunities within the existing client base.

Provide consultative support to help customers optimize usage of our platform and services.

Address customer queries, concerns, and service-related issues in a timely and professional manner.

Collaborate with internal teams (e.g., Support, Operations, Product) to resolve client matters effectively.

Maintain accurate records of customer interactions and updates in the CRM system.

Achieve retention, engagement, and revenue growth targets.

Requirements

Diploma or Degree in Business, Marketing, Communications, or related field.

Must be Fluent in English (written & spoken).

1–3 years of experience in account management, customer success, or sales (preferred).

Strong communication and interpersonal skills.

Ability to build rapport and maintain long-term client relationships.

Customer-centric mindset with a consultative approach.

Self-motivated results-driven, and able to work independently.

Comfortable making outbound calls and conducting client follow-ups.

PT Cartrack South East Asia is part of Cartrack Holdings Ltd., a global telematics company that operates in 23 countries. We provide a comprehensive fleet management system that includes real-time GPS tracking and data analytics. We develop our integrated Software-as-a-Service (SaaS) platform and manufacture our best-quality IoT devices internally.

In Indonesia, we have a head office in Jakarta and a branch office in Surabaya. As our business grows fast, we also place our representatives in several other areas in Indonesia. Joining our team, you will work in a multinational, dynamic, and positive environment, with career advancement opportunities both locally and regionally.