Customer Care Team Lead Local - Day Shift

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.
  
  

• 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.
  
  

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