Customer Care Officer

Cartrack; Saudi Arabia; On-site; SAR 100,000 - 145,000; Full time

Job summary

Cartrack is seeking a dedicated customer success professional in Saudi Arabia to onboard new customers during Pre and Post implementation, conduct regular reviews, handle inquiries, perform health checks, retain customers, and process cancellations. The role includes negotiating renewals, upselling packages, and managing OTRS tickets, with routine inbound/outbound calls and office-hour coverage.

Additional duties include training customers to derive value from the platform and ongoing feedback

Responsibilities

• Onboard new customers (Pre/Post implementation)
• Onboard new customers (Pre/Post implementation)
• Conduct regular reviews with customers
• Handle customer inquiries
• Conduct health checks
• Retain customers
• Conduct after training feedbacks
• Process cancellations
• Negotiate contract renewals
• Upsell Cartrack packages
• Manage OTRS tickets
• In/Outbound calls
• Provide coverage in the control room during office hours
• Perform other duties as assigned by General Manager

Tools

OTRS Ticket

Job description

Primary Functions

• Onboarding new customer (Pre/Post implementation)
• Onboarding new customer (Pre/Post implementation)
• Conduct regular review with customers
• Handle customer’s enquiries
• Conduct health check
• Retain customers
• Conduct after training feedbacks.
• Process cancellation
• Negotiate of contract renewal
• Upsell package
• Manage OTRS Ticket
• In/Outbound Call
• Control room during office hours
• Perform other duties as assigned by General Manager.

Secondary Functions

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Explain the different applications on our platform to customers and enhance Cartrack’s position as the technology partner of choice.
• Train customers on how to derive the most value from our Software-as-a-Service platform.
• Ensure customer satisfaction and provide professional customer support.
• Acknowledge and resolve customer complaints, whilst ensuring they are always in the loop.
• Responding promptly to customer inquiries and communicating with customers through various channels.
• Providing feedback on the efficiency of the customer service process.
• Identify opportunities to sell additional services and or Cartrack software applications to clients.
• Compile daily efficiency and productivity reports.