Customer Care Officer (Indonesia)

About Us

With a mission to enhance the efficiency and performance of every business, Odoo offers all-in-one open-source software covering 60+ business applications such as Sales, Accounting, Manufacturing, Inventory, and more. It's flexible for businesses of all scales and industries, and with prices 3x more affordable than other conventional competitors (such as SAP and Microsoft), Odoo effortlessly becomes the preferred choice for entrepreneurs across Indonesia!

You think it's too good to be true? See for yourself. Preview our 1-click demo. 

Start a career with us. We offer you an extraordinary chance to learn and grow. Be involved with a very exciting product and a great team behind it.

Responsibilities

As a Customer Care Officer (CCO) in our Customer Success Team Direct (CSTD), you will be responsible for managing and reaching out to Odoo clients who purchased Odoo software through self subscription via odoo website, which means they need further help and advice from odoo commercial experts!

Your goal is to acquire their:

1. Basic information (e.g. company’s name, industry, contact point)

2. Their needs (their pain points), and 

3. Their business flows (what Odoo apps they want to use and how they want to use it)

So that you can give them the right advice and recommendation on how they can best proceed with Odoo commercially. The goal is on how to help them get the best out of their Odoo subscription (maximize their usage) and convert them into Odoo long term users.

On top of that, your job will also be about analysing and detecting existing pain points in the management software of the existing customers so that you can further advise them on their odoo usage, expansion and subscription renewal phases (the pricing, the T&C, the promotions).

This role will also involve coordinating with several teams, including the other Sales teams, finance and project implementation team.

Your tasks include but are not limited to:  

• Calling, whatsapp-ing, and emailing a portfolio of +/- 500 mass-market customers.

• Summarizing the current status & information of the customers while also planning the right next action for them. If they are considered as high-potential customers, you will be passing them to the Key Account team for further handling. Meanwhile, if they are categorized as low-potential customers, your job is to regularly advise and check on them until further need of Odoo emerges. 

• Developing the right balance between automation (low touch) and manual actions (high touch) depending on the context and the potentials for upsell of the customers

• Inputting the important data and information of the customers into the Odoo system. 

• Facilitating the successful onboarding of new customers

• Being the first point of contact to assist and guide your Odoo customers so that they can benefit from the best possible experience throughout their project

• Informing and reminding customers on their upcoming deadline for subscription renewal (the pricing, the deadline, the quotation, and the T&C)

• Informing and reminding customers on any upcoming new features & news about Odoo

• Coordinating with finance to complete the necessary documentations and invoice follow up of odoo customers.

• Coordinating with the project implementation (service) team to kick off an implementation project for customers who have purchased additional implementation service package