Customer Relation (B2B)

Cartrack; Setiabudi; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Cartrack, a global smart mobility SaaS company, seeks a proactive Customer Relations professional to manage corporate client relationships and deliver excellent support. You will handle inquiries, coordinate repairs, and drive retention and upsell opportunities across B2B accounts.

The role requires 3–5 years in customer-facing roles, strong Excel skills, and excellent English communication. Join a fast-paced team focused on customer satisfaction and long-term partnerships.

Qualifications

• 3–5 years of relevant experience in Customer Relations or other B2B roles.
• Experience in BPO, automotive, telematics, fleet management, or SaaS is preferred.
• Strong analytical and reporting skills with Excel.

Responsibilities

• Serve as primary contact for assigned B2B clients, handling inquiries and service requests via calls and email.
• Provide first-level technical support and follow up on cases and service requests.
• Monitor fleet repair activities and follow up on non-streaming units.
• Coordinate repairs and troubleshoot issues for vehicles in operation.
• Build and maintain strong relationships with customers and understand their needs.
• Elevate customer issues to internal teams and ensure timely resolution within SLAs.
• Provide end-to-end customer support with opportunities for retention, renewal, upselling and cross-selling.
• Maintain accurate records of interactions and resolutions.

Skills

B2B support

MS Excel

English fluency

Tools

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 Relation (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.