Customer Care Officer

Primary Functions:

• Onboarding new customers (Pre/Post implementation)
• Conduct regular reviews with customers
• Handle customer's enquiries
• Conduct health check
• Retain customers
• Conduct training feedback
• Process cancellation
• Negotiate contract renewal
• Upsell package
• Manage OTRS Ticket In/Outbound Call
• Control room during office hours
• Perform other duties as assigned by the General Manager.

Secondary Functions:

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Explain the different applications on our platform to customers and enhance Cartrack's position as the technology partner of choice.
• Train customers on how to derive the most value from our Software-as-a-Service platform.
• Ensure customer satisfaction and provide professional customer support.
• Acknowledge and resolve customer complaints, whilst ensuring they are always in the loop.
• Responding promptly to customer inquiries and communicating with customers through various channels.
• Providing feedback on the efficiency of the customer service process.
• Identify opportunities to sell additional services and or Cartrack software applications to clients.
• Compile daily efficiency and productivity reports.

Requirements:

• Diploma/Bachelors Degree in any field with outstanding academic performance or equivalent industry experience
• Experience in customer service.
• Proficient in English.
• Tech-savvy and computer literate.
• Excellent communication and interpersonal skills.
• Hands-on and a positive attitude.
• Team player with a high level of energy and able to work independently.

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