Customer Care Team Lead (Local - Day Shift) at Cartrack

Makati, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

0.0

Posted On

22 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, Coaching, Problem-Solving, Communication, Team Management, Disciplinary Procedures, Quality Assurance, Automotive Industry, SaaS, Finance Awareness, Service Standards, KPI Management, Professionalism, Training, Follow-Up

Industry

Software Development

Description

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 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!

Responsibilities

The Customer Care Team Lead will coach customer care agents, ensuring service standards and KPIs are met while resolving customer inquiries. They will also provide training and enforce disciplinary procedures as necessary.