Customer Care Team Lead

2 weeks ago

Makati City, National Capital Region, Philippines Cartrack Full time

Are you a dynamic leader with a strategic mindset, able to manage a diverse team and passionate about customer service?

Do you take ownership, embrace challenges, and love problem-solving?

Karooooo is one of the largest vehicle telematics companies globally, with almost 2,000,000 active users and collecting 50 billion data points, on the low end, on a monthly basis. We continuously strive to push the envelope forward by innovating and creating optimal solutions for our clients, whilst incorporating a very much start-up culture.

Job Responsibilities

  • Provide coaching to a team of customer care agents by setting service standards and ensuring KPIs are met.
  • Ensure service level of incoming calls is maintained at 90% and above
  • Comprehensive knowledge of all areas of the Business Customer Service, with Debtors and Finance awareness.
  • Resolve customers' enquiries or issues from all channels, and ensure proper follow-up to the final resolution within the stipulated time frame.
  • Refer unresolved customer grievances or special requests to designated departments for further investigation
  • Demonstrate professionalism and endorse the Cartrack brand continually
  • Demonstrate high level of leadership skills and provide necessary training and guidance to the Customer Care staff operational functions to achieve full competencies.
  • Provide monthly coaching based on QA results to teach the Customer Care staff how to reach maximum QA scores.
  • Enforce disciplinary procedures – ensure staff acts in accordance to policies and issue warnings when necessary.

Requirements

  • Bachelor's degree is a must.
  • Must have a minimum of 3 years of Team Lead experience in managing a Customer Service team.
  • Experience in the automotive aftermarket, SaaS industry, or a similar field is an advantage.
  • Must have excellent communication skills (both written and verbal).
  • Must be proficient in the English language.
  • Strong leadership and management skills, with solid problem-solving abilities and an out-of-the-box approach to providing solutions.

Working Conditions

  • Schedule: Day shift
  • Setup: 100% Onsite
  • Office Location: Poblacion, Makati City

Ready to make an impact?
Be part of a collaborative, vibrant, and fast-growing global team where your ideas drive innovation and efficiency.

Apply now and help us shape the future of smart mobility

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