Customer Experience Officer (B2B)

Cartrack Technologies Indonesia; Jakarta Pusat; Sur place; IDR 180 000 000 - 300 000 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Account management

Communication

Excel

Outils

Excel

Description du poste

We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries, seeking an experienced Customer Care professional to support B2B clients and enhance customer satisfaction and service quality.

Key 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.

About you

5-8 years of relevant experience in customer service, retention, or key account management; experience in SaaS, automotive, or telematics is preferred.

Proficient in Microsoft Office, especially 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.

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.