Customer Care Officer

Overview

The Customer Care Officer will play a vital role in onboarding new clients, maintaining strong customer relationships, and ensuring high levels of satisfaction with Cartrack's products and services.

Primary Duties

• Manage onboarding processes for new customers before and after implementation.
• Conduct regular reviews with customers to monitor service levels and satisfaction.
• Address customer inquiries and provide effective solutions.
• Perform health checks on customer accounts to ensure service quality.
• Work to retain customers by addressing their needs and concerns.
• Collect feedback following customer training sessions.
• Handle contract cancellations professionally.
• Negotiate contract renewals to retain clients.
• Promote and upsell additional service packages.
• Manage and resolve issues raised through OTRS ticketing system.
• Handle both inbound and outbound customer calls.
• Oversee the control room operations during office hours.
• Carry out any other tasks assigned by the General Manager.

Secondary Duties

• Maintain a positive, empathetic, and professional attitude in all customer interactions.
• Explain the features and benefits of Cartrack's platform applications to customers, strengthening the company’s position as a preferred technology partner.
• Train customers to maximize the value they gain from the Software-as-a-Service platform.
• Ensure overall customer satisfaction by providing professional support and timely responses.
• Address and resolve customer complaints, keeping customers informed throughout the process.
• Respond promptly to inquiries via multiple communication channels.
• Provide feedback on the effectiveness and efficiency of customer service procedures.
• Identify opportunities to sell additional services and software applications to existing clients.
• Prepare daily reports on team productivity and efficiency.