Customer Service Lead (QA)

Cartrack; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Cartrack in Singapore seeks a dynamic Customer Care Manager to coach a diverse team, set service standards, and drive KPI attainment.

You will maintain 90%+ service levels, coordinate across departments, and resolve customer enquiries efficiently while upholding the Cartrack brand with strong leadership.

Requirements include Singaporean National Senior Certificate/Grade 12, 3+ years in customer service, English proficiency, and a proactive leadership focus.

Qualifications

• National Senior Certificate / Grade 12 is required.
• 3+ years’ experience in Customer Service within a Call Centre environment.
• Automotive aftermarket or SAAS industry experience is an added advantage.
• Excellent written and verbal communication in English.
• Strong leadership and management skills with problem-solving ability.

Responsibilities

• Provide coaching to a team of customer care agents by setting service standards and ensuring KPIs are met.
• Maintain service level of incoming calls at 90% and above.
• Demonstrate comprehensive knowledge of all areas of Business Customer Service, including Debtors and Finance awareness.
• Resolve customer enquiries across channels with timely follow-up to resolution.
• Refer unresolved grievances to designated departments for investigation.
• Uphold Cartrack brand professionalism and provide training to staff to reach full competencies.

Skills

Leadership

Communication

Problem solving

Coaching

Education

National Senior Certificate/Grade 12

Generic Management qualification (advantageous)

Job description

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 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.

Karooooo

• 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.

Appreciate your perusal on our company background prior to the interview.

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.