Customer Care Team Lead

5 hours ago

Poblacion Metro Manila, Philippines Cartrack SEA Full time ₱1,800,000 - ₱2,500,000 per year

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.

Appreciate your perusal on our company background prior to the interview.**Karooooo

Responsibility:

  • 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:

  • National Senior Certificate / Grade 12

  • Generic Management qualification will be advantageous.

  • Minimum of 3 years' experience in Customer Service within a Call Centre environment. Automotive aftermarket or SAAS industry experience or a similar industry is an added advantage.

  • Computer literacy is a must.

  • Excellent written and verbal communication skills

  • Proficient in English is a Must

  • Good leadership and management skill with strong problem-solving competency and an out-of-box approach in providing solutions.

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