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About the Role
As a Retention & Resolution Specialist for Telematics, you will be the primary point of contact for customers regarding our telematics products and services. Your focus will be on strengthening customer relationships, efficiently resolving complex issues, and continuously improving customer satisfaction and loyalty through professional, solution-oriented support.
Responsibilities
- Serve as a direct point of contact for existing customers, ensuring they optimally utilize our solutions.
- Proactively engage customers through targeted retention measures and individual solution offerings.
- Analyze cancellation intentions and develop appropriate strategies for customer recovery.
- Manage escalation cases, including non-payers, and ensure timely, professional resolution.
- Collaborate closely with internal departments such as Account Management, Customer Service, and Credit & Collections to clarify and resolve customer issues.
- Analyze customer feedback, process weaknesses, and recurring problems to identify areas for improvement.
- Support the optimization of existing processes to continuously enhance customer experience, efficiency, and service quality.
Requirements
- Experience in Customer Retention, Customer Resolution, Customer Success, or Complaint Management is desirable, ideally within fleet management, SaaS, IoT, telecommunications, electro-hardware, or comparable B2B services.
- Strong communication and negotiation skills.
- High customer focus combined with an analytical and solution-oriented work style.
- Ability to act confidently and professionally even in challenging situations.
- Technical understanding and affinity for digital solutions: hardware & software.
- Proficient use of CRM systems, such as Salesforce, and MS Office.
- Fluent German language skills (written and spoken); English skills are an advantage.
Skills
- Customer Retention
- Customer Resolution
- Customer Success
- Complaint Management
- Fleet Management
- SaaS
- IoT
- Telecommunications
- Electro-hardware
- B2B Services
- Communication Skills
- Negotiation Skills
- Customer Focus
- Analytical Skills
- Solution-Oriented
- Problem-Solving
- Technical Understanding
- Digital Solutions
- CRM Systems
- Salesforce
- MS Office
Location
- Germany
Work Type
- Full-time
Experience Level
- Professional
Salary/Compensations
- Attractive salary package with fixed and variable components
Benefits
- 37.5-hour week
- Attractive salary package with fixed and variable components
- Opportunities for professional development and advancement
- €40 shopping credit per month after successful probation period
- Discounted membership at Urban Sports Club (S free)
- Corporate Benefits (discounts at various brands)
- Company pension scheme
- Regular team events and incentives
- The coolest team in the world
About the Company
- Radius is one of the leading service providers in the global fleet and logistics market.
- With a team of over 100 employees in Germany and 3,000 worldwide, we operate daily in over 14 countries.
- We offer fuel cards, GPS solutions, and other innovative solutions to ensure efficient fleet management.
- Radius issues over 1 million fuel cards annually and manages over 2.8 billion liters of fuel each year.
Equal Opportunity
- Radius is an equal opportunity employer.
- We welcome people regardless of age, disability, gender identity, ethnic origin, religion or belief, sexual orientation, or background.
- We are committed to an inclusive and accessible application process for all candidates.
- If you require adjustments or support during the process, please let us know – we will do our best to assist you.