Customer Care Officer (Retention)

We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries, seeking an experienced Customer Care Officer (Retention) professional to support corporate clients and enhance customer satisfaction and service quality.

Responsibilities

• Act as the primary point of contact for key B2B accounts, handling inquiries and service requests via inbound calls, as well as email correspondence.
• Provide first-level technical support and proactively conduct outbound calls to follow up on cases, system issues, non-streaming units, and customer requests.
• Monitor fleet repair activities daily and ensure compliance with the fleet non-streaming list.
• Contact customers to investigate non-streaming units and arrange repair appointments for vehicles in active operation.
• Coordinate and escalate issues to relevant internal teams, ensuring timely follow-up and resolution.
• Deliver end-to-end customer care support, including customer retention, upselling, and cross-selling to existing clients.

Requirements

• 3–5 years of relevant experience in customer service, retention, or key account management; experience in BPO, automotive, or telematics is preferred.
• Proficient in Microsoft Office, especially Excel, with strong analytical and presentation skills.
• Customer-centric and solution-oriented, with strong problem-solving capabilities.
• Excellent verbal and written communication skills, with the ability to engage effectively with corporate customers.
• Able to communicate clearly and professionally in English
• Proactive, organized, and self-motivated team player with a positive, can-do attitude.