Customer Care Agent (Retention)

About the job 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:

1. Maintaining a positive, empathetic, and professional attitude toward customers always.
2. Explain the different applications on our platform to customers and enhance Cartrack's position as the technology partner of choice.
3. Train customers on how to derive the most value from our Software-as-a-Service platform.
4. Ensure customer satisfaction and provide professional customer support.
5. Acknowledge and resolve customer complaints, whilst ensuring they are always in the loop.
6. Responding promptly to customer inquiries and communicating with customers through various channels.
7. Providing feedback on the efficiency of the customer service process.
8. Identify opportunities to sell additional services and/or Cartrack software applications to clients.
9. Compile daily efficiency and productivity reports.
10. Proactively monitor customer accounts to identify signs of dissatisfaction. Engage with customers to understand their concerns and offer solutions.
11. Identify and leverage opportunities to upsell additional Cartrack services and software applications that match the customer's needs.

Requirements:

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