Customer Experience Leader

Cartrack; Philippines; On-site; PHP 850,000 - 1,200,000; Full time

Job summary

Cartrack is seeking a dynamic Customer Care Manager to lead our customer service team and drive service excellence. You will shape strategies, monitor KPIs, and foster a culture of continuous improvement to enhance satisfaction and retention.

Responsibilities include guiding the team, defining goals, managing escalations, and delivering regular performance reports to management. English proficiency and strong leadership are essential.

Qualifications

• Experience leading a customer care team to meet KPIs.
• Strong communication and problem-solving abilities.
• English proficiency and customer-focused mindset.

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 skills

Customer service

English proficiency

Problem-solving

Education

Diploma/Bachelor's degree in Business or related field

Job description

Cartrack is seeking a dynamic Customer Care Manager to lead our customer service team and drive service excellence. You will shape strategies, monitor KPIs, and foster a culture of continuous improvement to enhance satisfaction and retention.

Responsibilities include guiding the team, defining goals, managing escalations, and delivering regular performance reports to management. English proficiency and strong leadership are essential.