Customer Care Retention (B2B)

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

Job summary

Cartrack South East Asia, part of Cartrack Holdings Ltd., seeks a Customer Care Retention (B2B) professional in Indonesia to manage corporate client relationships, deliver excellent support, and drive retention and upsell opportunities. You will serve as the primary contact for B2B clients, provide first‑level technical support, coordinate fleet repairs, and maintain accurate interaction records.

3–5 years of relevant experience, strong English, and Excel skills are required to thrive in this

Qualifications

• 3–5 years of experience in B2B customer-facing roles.
• Experience in BPO, automotive, telematics, fleet management, or SaaS preferred.
• Proficient in Microsoft Office, especially Excel.
• Customer-centric and solution-oriented with strong problem-solving and relationship management abilities.
• Excellent verbal and written communication in English.
• Proactive, organized, and able to work in a fast-paced environment.
• Able to communicate effectively with corporate customers.

Responsibilities

• Serve as primary contact for assigned B2B clients via calls and email.
• Provide first-level technical support and follow up on cases.
• Monitor daily fleet repair activities and follow up on non-streaming vehicles.
• Coordinate repair appointments for vehicles in active operation.
• Build and maintain relationships and ensure positive customer experience.
• Elevate issues to internal teams and ensure timely resolution.
• Identify opportunities for retention, renewal, upselling, and cross-selling.
• Maintain records of interactions and resolutions.

Skills

Customer relations

English proficiency

Excel skills

Problem solving

Tools

Microsoft Excel

Microsoft Office

Job description

We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries. We are looking for a proactive and customer-focused Customer Care Retention (B2B) to manage corporate client relationships, deliver excellent customer support, and drive customer satisfaction, retention, and long‑term relationships.

Key Responsibilities

Serve as the primary point of contact for assigned B2B clients, handling customer inquiries and service requests through inbound calls, outbound calls, and email correspondence.

Provide first-level technical support and proactively follow up on customer cases, system‑related issues, non‑streaming units, and outstanding service requests.

Monitor daily fleet repair activities and ensure timely follow‑up on vehicles listed as non-streaming.

Contact customers to investigate non‑streaming units, troubleshoot issues, and coordinate repair appointments for vehicles in active operation.

Build and maintain strong relationships with existing customers by understanding their needs, addressing concerns, and ensuring a positive customer experience.

Coordinate and elevate customer issues to relevant internal teams and ensure timely follow‑up and resolution within agreed service levels.

Provide end‑to‑end customer support, while identifying opportunities for customer retention, renewal, upselling, and cross‑selling.

Maintain accurate records of customer interactions, follow‑ups, service issues, and resolutions to ensure effective customer relationship management.

Requirements

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.

Proficient in Microsoft Office, particularly Microsoft Excel, with strong analytical and reporting skills.

Customer‑centric and solution‑oriented, with strong problem‑solving and relationship management abilities.

Excellent verbal and written communication skills, with the ability to communicate confidently and professionally with corporate customers.

Able to communicate effectively in English, both spoken and written.

Proactive, organized, self‑motivated, and able to work collaboratively in a fast‑paced environment.

Positive, adaptable, and results‑oriented, with a strong sense of ownership and a can‑do attitude.

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.

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.