Customer Care Officer

Primary Functions

• Onboarding new customer (Pre/Post implementation)
•  Conduct regular review with customers
•  Handle customer’s enquiries
•  Conduct health check
•  Retain customers
•  Conduct after training feedbacks.
•  Process cancellation
•  Negotiate of contract renewal
•  Upsell package
•  Manage OTRS Ticket
•  In/Outbound Call
•  Control room during office hours
•  Perform other duties as assigned by 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.