Customer Retention Agent (B2B)

Cartrack Technologies Indonesia; Jakarta Selatan; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

PT Cartrack South East Asia, Jakarta-based, seeks a proactive Customer Retention Agent (B2B) to manage corporate client relationships, deliver exceptional service, and drive retention and long‑term success. You will handle inbound inquiries, provide technical support, and coordinate vehicle repairs for operations.

You will also follow up proactively, leverage upselling and cross-selling opportunities, and collaborate with internal teams to resolve issues within SLAs.

Qualifications

• 3–5 years in Customer Success, CS, retention or related B2B role.
• Proven B2B retention experience including upselling and cross-selling.
• Experience in BPO, automotive, telematics, fleet management or SaaS is a plus.
• Fluent in English, both spoken and written.

Responsibilities

• Serve as the primary inbound contact for assigned B2B clients via phone and email.
• Provide first-level technical support and proactive follow-ups on cases and service requests.
• Monitor fleet repair activity and ensure timely follow-up on non-streaming units.
• Coordinate repair appointments and troubleshoot non-streaming vehicles.
• Escalate issues with internal teams to ensure prompt resolution within SLAs.
• Build strong relationships, drive retention, and pursue upsell/cross-sell opportunities.
• Maintain accurate records of interactions, follow-ups, and resolutions.

Skills

B2B retention

Upselling & cross-selling

Customer relationship management

Fluent English

Tools

Microsoft Excel

CRM software

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 Retention Agent (B2B) to manage corporate client relationships, deliver exceptional service, and drive customer satisfaction, retention, and long-term success.

Key Responsibilities

Serve as the primary point of contact (inbound) for assigned B2B clients, handling customer inquiries and service requests via phone and email.

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 (outbound) on vehicles listed as non-streaming.

Contact customers to troubleshoot non-streaming units and coordinate repair appointments for vehicles in operations.

Work closely with internal departments to escalade issues and ensure prompt resolution within agreed service levels.

Build strong relationships with existing customers by delivering end-to-end customer support while driving customer retention, upselling, and cross-selling opportunities.

Maintain accurate records of customer interactions, follow-ups, and resolutions to ensure excellent service delivery.

Requirements

3–5 years of experience in Customer Success, Customer Service, Customer Retention, Key Account Management, or a related B2B customer-facing role.

Proven experience in B2B customer retention, including upselling, cross‑selling, preventing customer cancellations, and conducting proactive outbound follow‑ups.

Experience in the BPO, automotive, telematics, fleet management, or SaaS industry is an advantage.

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

Excellent customer service, problem‑solving, and relationship management skills, with a strong customer‑focused mindset.

Strong verbal and written communication skills, with the ability to engage professionally and confidently with corporate clients.

Fluent in spoken and written English (mandatory).

Highly organized, proactive, and self‑motivated, with the ability to work collaboratively in a fast‑paced environment while maintaining a positive 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.