Customer Care Officer
Role overview
Primary Functions: Onboarding new customers (Pre/Post implementation)Conduct regular reviews with customersHandle customer's enquiriesConduct health checkRetain customersConduct training feedback. Process cancellationNegotiate contract renewalUpsell packageManage OTRS Ticket In/Outbound CallControl room during office hoursPerform other duties as assigned by the 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. Requirements:Diploma/Bachelors Degree in any field with outstanding academic performance or equivalent industry experienceExperience in customer service. Proficient in English. Tech-savvy and computer literate. Excellent communication and interpersonal skills. Hands-on and a positive attitude. Team player with a high level of energy and able to work independently.
