Customer Retention (B2B)
Description
We are a global smart mobility SaaS company with over 2 million subscribers across 23 countries , seeking an experienced Customer Care Retention (B2B) professional to support corporate clients and enhance customer satisfaction and service quality.
Responsibilities
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Act as the primary point of contact for key B2B accounts , handling inquiries and service requests via inbound calls , as well as email correspondence.
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Provide first-level technical support and proactively conduct outbound calls to follow up on cases, system issues, non-streaming units, and customer requests.
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Monitor fleet repair activities daily and ensure compliance with the fleet non-streaming list .
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Contact customers to investigate non-streaming units and arrange repair appointments for vehicles in active operation.
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Coordinate and escalate issues to relevant internal teams, ensuring timely follow-up and resolution.
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Deliver end-to-end customer care support, including customer retention, upselling, and cross-selling to existing clients.
Requirements
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3–5 years of relevant experience in customer service, retention, or key account management; experience in BPO, automotive, or telematics is preferred.
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Proficient in Microsoft Office , especially Excel, with strong analytical and presentation skills.
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Customer-centric and solution-oriented, with strong problem-solving capabilities.
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Excellent verbal and written communication skills, with the ability to engage effectively with corporate customers.
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Able to communicate clearly and professionally in English
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Proactive, organized, and self-motivated team player with a positive, can-do attitude.