Customer Retention (B2B)

Cartrack; Jakarta Timur; On-site; IDR 111,600,000 - 167,400,000; Full time

Job summary

Cartrack in Jakarta Timur is looking for a Customer Care Retention (B2B) professional to enhance customer satisfaction for corporate clients. The ideal candidate will have 3–5 years experience in customer service or key account management, particularly within BPO, automotive, or telematics sectors. Responsibilities include acting as a primary contact for clients, providing technical support, and improving retention strategies. Applicants should possess strong analytical skills and communicate effectively in English.

Qualifications

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

Responsibilities

• Act as primary contact for key B2B accounts, handling inquiries.
• Provide technical support and conduct follow-up calls.
• Monitor fleet repair activities and ensure compliance.

Skills

Customer service

Retention strategies

Problem-solving

Microsoft Excel

Communication skills

Job description

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

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 elevate 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.

Requirements

• 3–5 years of relevant experience in customer service, retention, or key account management; experience in BPO, 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.