Customer Success Agent (B2B)
Cartrack Open At a glance
Mid-level Customer Success role at Cartrack. South Jakarta · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Handle B2B client questions and service requests by phone and email as their main contact
- Troubleshoot first-level technical problems, check open cases and follow up on system issues and service requests
- Track daily fleet repairs, contact customers about non-streaming vehicles and arrange repair appointments
- Bring unresolved cases to internal teams for action within agreed service timelines
- Support existing accounts, look for retention and sales opportunities, and keep clear records of interactions and outcomes
What you bring
- Three to five years in customer success, service, retention, key accounts or another B2B-facing role
- Hands-on B2B retention experience, including preventing cancellations, outbound follow-ups, and upsell or cross-sell work
- Fluent written and spoken English is required
- Strong Microsoft Excel skills, with the ability to analyze information and prepare reports
Who this fits
This mid-level role suits someone who can manage corporate customer relationships while following technical and vehicle-service issues through to resolution. You’ll need to communicate confidently in English and coordinate closely with internal teams.
From the employer
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 Executive (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.
Proven experience in B2B customer retention, including upselling, cross-selling, preventing customer cancellations, and conducting proactive outbound follow-ups.
Experience in the BPO, automotive, telematics, fleet management, or SaaS industry is an advantage.
Proficiency in Microsoft Office, particularly Microsoft Excel, with strong analytical and reporting skills.
Excellent customer service, problem-solving, and relationship management skills, with a strong customer-focused mindset.
Strong verbal and written communication skills, with the ability to engage professionally and confidently with corporate clients.
Fluent in spoken and written English (mandatory).
Highly organized, proactive, and self-motivated, with the ability to work collaboratively in a fast-paced environment while maintaining a positive attitude.
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