• Onboarding new customer (Pre/Post implementation)
• Conduct regular review with customers
• Handle customer’s enquiries
• Conduct health check
• Retain customers
• Conduct after training feedbacks
• Process cancellation
• Negotiate contract renewal
• Upsell package
• Manage OTRS Ticket
• In/Outbound Call Control room during office hours
• Perform other duties as assigned by General Manager
• Maintain 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
• Respond promptly to customer inquiries and communicate with customers through various channels
• Provide 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

Desired Candidate Profile

• Experience in customer service

• Proficient in English and Urdu

• 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