Customer Care Officer

Primary Functions:

Onboarding new customers (Pre/Post implementation)
Conduct regular reviews with customers
Handle customer's enquiries
Conduct health check
Retain customers
Conduct training feedback
Process cancellation
Negotiate contract renewal
Upsell package
Manage OTRS Ticket In/Outbound Call
Control room during office hours
Perform 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 experience
Experience 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.
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