Customer Care Team Lead (Local Day Shift)

Makati City - Philippines

Monthly Salary: Not Disclosed

Posted on: 3 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.

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

Bachelors 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!

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

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

Bachelors 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