Customer Care Manager: Lead Service & Retention

Cartrack; Makati; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Cartrack in Makati, Philippines, is seeking a seasoned Customer Care Lead to direct and energize a team of agents, ensuring service standards and KPI achievement. You will define goals, implement strong customer service strategies, and oversee day-to-day operations including issue resolution and escalation.

The role requires a business degree, seven years in customer service, strong leadership, and excellent English.

Qualifications

• Diploma or Bachelor’s Degree in Business or related field.
• Minimum 7 years’ experience in customer service, preferably in a tech or service-based industry
• Strong leadership and communication skills.
• Excellent command of English.
• Problem-solving mindset with innovative and customer-focused approach.

Responsibilities

• Lead and motivate a customer care team to achieve service standards and KPIs.
• Define clear goals and implement effective customer service strategies.
• Oversee customer support operations, including issue resolution and escalation.
• Develop initiatives to improve customer satisfaction, loyalty, and retention.
• Provide leadership, training, and guidance to ensure team competency.
• Prepare regular performance and service reports for management review.

Skills

Leadership

Communication

Customer focus

Team motivation

Education

Bachelor’s degree in Business

Job description

Cartrack in Makati, Philippines, is seeking a seasoned Customer Care Lead to direct and energize a team of agents, ensuring service standards and KPI achievement. You will define goals, implement strong customer service strategies, and oversee day-to-day operations including issue resolution and escalation.

The role requires a business degree, seven years in customer service, strong leadership, and excellent English.