Customer Care Officer

Overview

The role focuses on welcoming and onboarding new customers before and after implementation while maintaining excellent client relationships. The position involves performing regular customer evaluations, addressing inquiries, conducting health checks, providing training feedback, handling cancellations, negotiating contract renewals, upselling services, managing support tickets and calls during business hours, and other tasks designated by management.

Primary Responsibilities

• Facilitate the onboarding process for new customers both before and after service implementation
• Conduct routine review meetings with customers to assess satisfaction and needs
• Respond promptly and effectively to customer inquiries and concerns
• Conduct health assessments of client accounts and services
• Work on retaining existing clients and preventing churn
• Gather and analyze feedback from training sessions
• Manage contract cancellations and renegotiations
• Negotiate renewal of contracts to maintain client relationships
• Upsell additional packages and services to customers
• Oversee the process of inbound and outbound tickets through the OTRS system
• Operate the control room during office hours to ensure smooth communication flow
• Other duties assigned by the General Manager

Secondary Responsibilities

• Maintain a positive, empathetic, and professional demeanor with customers
• Explain the features and benefits of Cartrack’s platform applications to enhance the company’s reputation as a preferred tech partner
• Train customers on maximizing their use of the Software-as-a-Service platform
• Provide professional customer support to ensure high satisfaction levels
• Identify and resolve complaints while keeping customers informed throughout the process
• Communicate efficiently with customers through various channels
• Provide feedback on customer service process improvements
• Identify opportunities to promote additional Cartrack services and software applications
• Prepare daily reports on efficiency and productivity metrics

Qualifications & Skills

• Diploma or Bachelor's Degree in any discipline with strong academic credentials or equivalent relevant industry experience
• Previous experience in customer service roles
• Fluent in English with excellent verbal and written communication skills
• Comfortable with technology and proficient in basic computer usage
• Strong interpersonal skills with a hands-on and positive mindset
• Ability to work both independently and collaboratively in a team environment with high motivation