Customer Retention (B2B)

Cartrack; Jakarta Pusat; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

Cartrack is seeking an experienced Customer Care Retention (B2B) professional to support corporate clients and enhance service quality. You will manage key accounts, handle inquiries via inbound calls and emails, and drive retention and satisfaction.

Responsibilities include proactive outbound follow-ups, fleet issue resolution, arranging repairs for active units, and coordinating with internal teams to ensure timely outcomes. English proficiency and strong communication are essential.

Qualifications

• 3–5 years of experience in customer service, retention or key account management.
• Experience in BPO, automotive, or telematics preferred.
• Proficient in Microsoft Office, especially Excel.
• 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.

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 escalate 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.

Skills

Customer service

Retention

Key account management

BPO, automotive, telematics

Microsoft Excel

Communication skills

English

Tools

Microsoft Excel

Job description

We are aglobal smart mobility SaaS companywith over2 million subscribers across 23 countries, seeking an experiencedCustomer Care Retention (B2B)professional to support corporate clients and enhance customer satisfaction and service quality.

Responsibilities

1. Act as the primary point of contact forkey B2B accounts, handling inquiries and service requests viainbound calls, as well as email correspondence.

2. Provide first-level technical support and proactively conductoutbound callsto follow up on cases, system issues, non-streaming units, and customer requests.

3. Monitor fleet repair activities daily and ensure compliance with thefleet non-streaming list.

4. Contact customers to investigate non-streaming units and arrange repair appointments for vehicles in active operation.

5. Coordinate and escal issues to relevant internal teams, ensuring timely follow-up and resolution.

6. Deliver end-to-end customer care support, includingcustomer retention, upselling, and cross-sellingto existing clients.

Requirements

• 3–5 years of relevant experiencein customer service, retention, or key account management; experience inBPO, automotive, or telematicsis preferred.

• Proficient inMicrosoft 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 inEnglish

• Proactive, organized, and self-motivated team player with a positive, can-do attitude.