Customer Service Executive (B2B SaaS)

Cartrack Technologies Indonesia; Jakarta Pusat; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

Cartrack South East Asia is seeking an experienced Customer Service professional to support B2B clients and enhance customer satisfaction and service quality across our growing regional operations.

You will act as the primary contact for key accounts, provide first-level technical support, coordinate with internal teams, and drive retention, upselling, and cross-selling opportunities while communicating clearly in English.

Qualifications

• 3–5 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.

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.

Skills

Customer service

Account management

SaaS

Analytical skills

Excel

Communication

Tools

Microsoft Office

Job description

We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries, seeking an experienced Customer Service 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 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.

About you

3–5 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.

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.