Overview As a Customer Success Representative (CSR) in the Southern Hemisphere, you will be the primary point of contact for our valued small fleet business customers in the AU & NZ Regions. You will manage bronze customer accounts, drive retention and growth, resolve customer inquiries efficiently, and deliver a best-in-class customer experience. This role requires excellent communication skills, strong problem-solving abilities, and a customer-first mindset to ensure customer satisfaction and loyalty. Responsibilities Own the customer lifecycle for assigned small fleet business accounts, focusing on retention, renewals, and customer satisfaction. Proactively engage customers to understand their needs, promote product adoption, and identify upsell opportunities. Accurately update and maintain customer records and interactions in CRM systems (Salesforce, SAP). Manage high volumes of customer queries via phone, email, and chat, ensuring timely and professional resolution. Resolve routine and moderately complex customer issues independently, ensuring first-contact resolution where possible. Identify and escalate complex or sensitive issues promptly to senior team members or other departments (Product, Sales, Support). Collaborate with cross-functional teams to resolve customer challenges and improve service delivery. Deliver outstanding customer service aligned with company values and customer success goals. Work within established SLAs including ticket resolution times and call handling standards. Maintain up-to-date knowledge of Teletrac Navman products, competitor offerings, and industry trends to provide informed support. Participate actively in team meetings, training sessions, and knowledge-sharing initiatives. Provide feedback on processes and customer insights to contribute to continuous improvement efforts. Support team goals by contributing to retention and growth targets. Qualifications Minimum 1-2 years of experience in customer service, customer success, or account management roles, preferably in a B2B or technical environment. Strong interpersonal and communication skills, with a professional and empathetic telephone manner. Proven ability to handle multiple tasks and work effectively under pressure. Proficient in CRM systems (Salesforce, SAP) and Microsoft Office applications. Quick learner with adaptability to new tools, systems, and processes. Customer-focused with a strong desire to deliver exceptional service and grow within the company. Willingness to work within required shift hours (e.g., 6:00 am to 3:00 pm local time). #J-18808-Ljbffr