Customer Care Agent (Retention)

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Customer Care Agent to join our team.

Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities:

• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Explain the different applications on our platform to customers and enhance Cartracks 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.
• Proactively monitor customer accounts to identify signs of dissatisfaction. Engage with customers to understand their concerns and offer solutions.
• Identify and leverage opportunities to upsell additional Cartrack services and software applications that match the customer's needs

Requirements:

• Bachelors degree in a related field (e.g., Business Administration, Communication, Information Technology).
• Minimum of 2 years of experience in customer service, technical support, or telesales, with a focus on retention preferably within the SaaS or technology industry.
• Strong communication skills, both verbal and written, with the ability to explain complex concepts in a simple and clear manner.
• Basic conversational English skills to effectively communicate with diverse customers and team members.
• Empathetic and customer-focused attitude with the ability to maintain professionalism in all customer interactions.
• Possess as a solid problem-solving skills with the ability to handle customer complaints effectively and provide appropriate solutions.
• Ability to train and guide customers to maximize the value of our platform.
• Familiarity with SaaS platforms and basic understanding of software applications.
• Ability to quickly learn and adapt to new technologies.