Customer Care Retention Specialist (B2B SaaS)

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 issues, and ensuring seamless adoption of our platform. In Jakarta Raya, you'll work closely with our sales and product teams to identify retention opportunities and implement strategies that keep our clients engaged and satisfied.

Cartrack is a leading B2B SaaS company specializing in fleet management solutions. With a strong focus on customer success, we're committed to building long-term relationships with our clients. As a Customer Care Retention Specialist, you'll have the opportunity to grow your career within a supportive and innovative environment.

📋 Tanggung Jawab Pekerjaan

• Actively manage customer journeys through inbound/outbound communications using tools like Salesforce and Zendesk
• Proactively identify and resolve technical issues to ensure seamless adoption of our SaaS platform
• Collaborate with sales and product teams to develop and implement retention strategies
• Monitor customer satisfaction and identify opportunities for improvement
• Conduct regular check-ins with clients to understand their needs and address any concerns
• Provide exceptional customer service to maintain high levels of client satisfaction
• Analyze customer data to identify trends and patterns that can inform retention strategies
• Stay up-to-date with industry best practices and emerging trends in customer retention

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Computer Science, or a related field
• Minimum 3 years of experience in customer care or support roles, preferably in a B2B SaaS environment
• Strong understanding of CRM systems, particularly Salesforce
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills
• Certification in customer service or a related field is a plus
• Fluency in English, both written and spoken

🛠️ Keahlian

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