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.