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!
