We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries, seeking an experienced Customer Care Retention (B2B) 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.