Customer Success Agent (B2B)

Cartrack Technologies Indonesia; Jakarta Selatan; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

PT Cartrack South East Asia is hiring a Customer Success Agent (B2B) based in Jakarta to manage corporate client relationships and ensure high satisfaction. You will handle inquiries, provide technical support, and drive retention and upsell opportunities.

The role requires 3–5 years in customer success or related fields, strong Excel skills, and excellent English communication in a fast-paced, multinational environment.

Qualifications

• 3–5 years in Customer Success, Customer Service, or related B2B roles.
• Experience with corporate clients and cross-functional teams is a plus.
• English proficiency, both written and spoken, is mandatory.

Responsibilities

• Be the main contact for assigned B2B clients and handle inquiries via phone and email.
• Provide first-level technical support and follow up on service requests.
• Monitor fleet activities and coordinate vehicle repair appointments.
• Escalate issues internally to ensure timely resolutions within SLAs.
• Build strong client relationships, driving retention and upsell opportunities.

Skills

Customer Success

B2B

Account Management

Communication

Problem Solving

Excel

Tools

Microsoft Excel

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 Success 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 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 on vehicles listed as non-streaming.

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

Work closely with internal departments to escalate 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.

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

Strong proficiency in Microsoft Office, particularly Microsoft Excel, with good analytical and reporting skills.

Customer-focused with excellent problem-solving and relationship management abilities.

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

Able to communicate effectively in English, both spoken and written (Mandatory).

Highly organized, proactive, self-motivated, and able to work collaboratively in a fast-paced environment with 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.