Deskripsi Pekerjaan
Are you a passionate customer success professional looking to make an impact in the B2B SaaS space? Cartrack, a global leader in fleet management and telematics, is seeking a dynamic Customer Care Specialist to join our growing team in Jakarta Raya. In this role, you will be the frontline of our operations, ensuring that our high-value B2B clients receive world-class support while driving product adoption and retention.
As a Customer Care Specialist, you won't just be answering tickets; you will be a consultant for our clients, helping them optimize their fleet operations through our technology. You will manage complex inquiries, troubleshoot technical challenges, and identify opportunities to add value through upselling and cross-selling. If you thrive in a fast-paced environment and are committed to delivering exceptional service, we want to hear from you.
Tanggung Jawab
- Manage inbound and outbound communications with B2B clients via phone, email, and live chat.
- Provide expert technical support and troubleshooting for the Cartrack fleet management software suite.
- Proactively monitor fleet health and performance metrics to identify and resolve issues before they escalate.
- Drive customer retention by building strong, lasting relationships with key stakeholders at client organizations.
- Identify and execute opportunities for upselling and cross-selling additional features or services.
- Maintain accurate records of customer interactions and service tickets in our CRM system.
- Collaborate with the technical and account management teams to address recurring client pain points.
- Participate in ongoing product training to ensure expert-level knowledge of the Cartrack platform.
Kualifikasi
- Bachelor’s degree in Business, Communications, IT, or a related field.
- Minimum of 2-3 years of experience in customer support, account management, or B2B client services (SaaS experience is highly preferred).
- Strong technical aptitude with the ability to learn and explain complex software solutions.
- Excellent verbal and written communication skills in both English and Indonesian.
- Proven ability to manage multiple high-priority tasks and deadlines in a fast-paced environment.
- Strong problem-solving skills with a focus on delivering a high-quality customer experience.
- Results-oriented mindset with a track record of achieving KPIs (retention, NPS, or upsell targets).
- Proficiency in CRM software (e.g., Salesforce, Zendesk, or similar platforms).