Customer Care Retention Specialist (B2B SaaS) - Cartrack

Join Cartrack, a global leader in fleet management and telematics solutions, as a Customer Care Retention Specialist (B2B SaaS). In this dynamic role, you will be the bridge between our cutting-edge technology and our valued B2B clients, ensuring seamless customer experiences and driving retention. Based in Jakarta Raya, you'll have the opportunity to work with a diverse team of experts, leveraging tools like Salesforce, Zendesk, and Google Workspace to deliver exceptional service.

As a Customer Care Retention Specialist, you'll be responsible for proactively identifying and addressing customer needs, ensuring our B2B clients continue to derive maximum value from our SaaS solutions. You'll work closely with our sales and support teams to implement retention strategies, and you'll have the chance to grow your career in a fast-paced, innovative environment.

📋 Tanggung Jawab Pekerjaan

• Monitor customer interactions and identify trends to proactively address customer needs and concerns.
• Work with the sales and support teams to implement retention strategies and improve customer satisfaction.
• Utilize Salesforce and Zendesk to manage customer data, track interactions, and generate reports.
• Collaborate with cross-functional teams to ensure seamless integration of our SaaS solutions with our clients' business processes.
• Provide exceptional customer support, resolving issues and escalating complex cases as needed.
• Stay up-to-date with industry trends and best practices in B2B customer care and retention.
• Participate in team meetings and contribute to the development of customer care policies and procedures.
• Actively seek feedback from customers to continuously improve our products and services.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Computer Science, or a related field.
• Minimum of 3 years of experience in customer care, support, or a related role, preferably in the B2B or SaaS industry.
• Proven track record of delivering exceptional customer service and driving customer retention.
• Strong understanding of Salesforce and Zendesk, with experience in managing customer data and generating reports.
• Excellent communication, problem-solving, and analytical skills.
• Ability to work collaboratively in a team environment and manage multiple priorities.
• Fluency in English and Bahasa Indonesia.
• Certification in customer service or a related field is a plus.

🛠️ Keahlian

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