Customer Care Team Lead (Dayshift)

Makati City - Philippines

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

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 almostactive 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.

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 almostactive users and collecting 50 bill...

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

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.