Bilingual Customer Service Representative Tier 4 Global Customers · Merida ·

About Powerfleet

Powerfleet (Nasdaq: AIOT; JSE: PWR; TASE: PWFL) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data, irrespective of source, and delivers actionable insights to help companies save lives, time, and money. Powerfleet’s ethos transcends our data ecosystem and commitment to innovation; our people‑centric approach empowers our customers to realize impactful and sustained business improvement.

Position Overview

Powerfleet is seeking a proactive and customer‑focused Bilingual Customer Service Representative (CSR) to support our mid‑market clients. As the primary point of contact for assigned accounts, the CSR is responsible for ensuring a seamless, value‑driven customer experience throughout the lifecycle of the relationship. This role is pivotal in driving product adoption, resolving customer issues, and maintaining strong customer engagement, while collaborating cross‑functionally with internal teams to deliver exceptional service.

Key Responsibilities

Account Ownership & Customer Advocacy

• Serve as the main point of contact for assigned accounts, promptly addressing inquiries via phone, email, and support tickets.
• Act as the voice of the customer internally, ensuring their needs are understood and prioritized.
• Escalate critical issues and account risks to Powerfleet leadership with clarity and urgency.

Customer Engagement & Enablement

• Develop a strong understanding of Powerfleet’s product suite and primary asset types.
• Facilitate product adoption through personalized education, coaching, and by arranging client‑specific training as needed.
• Monitor customer health metrics and proactively mitigate risks while identifying opportunities for deeper engagement and success.

Operational Excellence

• Close the loop on customer feedback by driving meaningful action from survey results and sentiment data.
• Manage client transactions, including quotes for new products, installations, and maintenance, tracking status in Salesforce from initiation to closure.
• Ensure customer records are accurate and up to date, including contact and account documentation.

Cross‑Functional Collaboration

• Partner with Sales, Product, Support, Finance, and Operations to ensure a cohesive and positive customer journey.
• Share account‑level insights to inform internal process improvements and contribute to Powerfleet’s product roadmap.
• Understand and uphold commercial terms, service‑level agreements (SLAs), and contractual obligations.

Administrative Support

• Assist with general administrative duties and ad hoc requests as assigned by the Customer Service leadership team.

Qualifications

Required Skills & Experience

• 2–4 years of experience in a customer‑facing or client relationship role, ideally in SaaS, telematics, logistics, or B2B technology environments.
• Strong interpersonal and communication skills with a passion for delivering outstanding customer service.
• Bilingual English – Spanish
• Living in Mérida, Yucatán, since this is a hybrid position.
• Proficiency in Salesforce (or similar CRM tools), Microsoft Office Suite, and experience working with customer support platforms.
• Demonstrated ability to handle multiple priorities with a high level of accuracy and attention to detail.
• Comfortable navigating technical concepts and translating them into customer value.
• Collaborative, resourceful, and results‑oriented mindset.

Preferred Skills

• Bachelor’s degree in Business, Communications, or related field.
• Experience supporting logistics, transportation, or fleet management solutions.
• Familiarity with key customer success metrics and methodologies (e.g., CSAT, NPS, Health Scores).

Key Performance Indicators

• NPS results
• Relationship CSAT results
• Churn rate
• Net Revenue Retention