Deskripsi Pekerjaan
Join Cartrack's dynamic Customer Care Retention team as a key player in driving customer loyalty and revenue growth. As a Customer Care Retention Specialist, you'll be the voice of our B2B SaaS clients, proactively managing their journey through inbound/outbound communications while resolving technical fleet monitoring challenges. This role combines technical troubleshooting with strategic relationship-building to reduce churn and uncover upselling opportunities within Indonesia's leading telematics solutions provider. If you thrive in fast-paced environments where empathy meets analytical problem-solving, this position offers a unique platform to impact customer satisfaction metrics directly while contributing to Cartrack's market expansion goals.
Tanggung Jawab
- Manage B2B customer retention through proactive inbound/outbound communication campaigns
- Resolve technical fleet monitoring issues and system troubleshooting for enterprise clients
- Monitor fleet performance metrics to identify retention risks and implement intervention strategies
- Drive upselling opportunities by identifying expansion needs within existing client portfolios
- Maintain detailed customer interaction records in CRM systems for compliance and reporting
- Collaborate with technical teams to resolve escalated customer issues efficiently
- Contribute to retention strategy improvements through customer feedback analysis
Kualifikasi
- Minimum 1-2 years in B2B customer retention or technical support roles
- Proven experience with SaaS products, fleet management, or telematics systems
- Exceptional communication skills in Bahasa Indonesia and English
- Strong problem-solving abilities with technical aptitude
- Results-driven mindset with demonstrated upselling/cross-selling achievements
- Proficiency in CRM platforms (e.g., Salesforce, HubSpot)
- Ability to work independently in a remote-first environment