- Location
- South Jakarta, Indonesia, ID
- Type
- Full-time
- Department
- Customer Service
- Experience
- 3+ years
- Source
- Teamtailor
Description
We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries. We are looking for a proactive and customer-focused Customer Success Executive (B2B) to manage corporate client relationships, deliver exceptional service, and drive customer satisfaction, retention, and long-term success.
Key Responsibilities
Serve as the primary point of contact for assigned B2B clients, handling customer inquiries and service requests via phone and email.
Provide first-level technical support and proactively follow up on customer cases, system-related issues, non-streaming units, and outstanding service requests.
Monitor daily fleet repair activities and ensure timely follow-up on vehicles listed as non-streaming.
Contact customers to troubleshoot non-streaming units and coordinate repair appointments for vehicles in operation.
Work closely with internal departments to escalate issues and ensure prompt resolution within agreed service levels.
Build strong relationships with existing customers by delivering end-to-end customer support while driving customer retention, upselling, and cross-selling opportunities.
Maintain accurate records of customer interactions, follow-ups, and resolutions to ensure excellent service delivery.
Requirements
3–5 years of experience in Customer Success, Customer Service, Customer Retention, Key Account Management, or a related B2B customer-facing role.
Proven experience in B2B customer retention, including upselling, cross-selling, preventing customer cancellations, and conducting proactive outbound follow-ups.
Experience in the BPO, automotive, telematics, fleet management, or SaaS industry is an advantage.
Proficiency in Microsoft Office, particularly Microsoft Excel, with strong analytical and reporting skills.
Excellent customer service, problem-solving, and relationship management skills, with a strong customer-focused mindset.
Strong verbal and written communication skills, with the ability to engage professionally and confidently with corporate clients.
Fluent in spoken and written English (mandatory).
Highly organized, proactive, and self-motivated, with the ability to work collaboratively in a fast-paced environment while maintaining a positive attitude.