Customer Service Lead (QA, B2B)

Cartrack; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Karooooo is seeking a dynamic Customer Care Leader to coach a diverse team and drive service excellence. You will own service standards, monitor KPIs, and ensure timely resolution of customer enquiries across channels.

A strong focus on leadership, training, and policy enforcement will be essential in maintaining the Cartrack/related brand experience. Ideal candidates have 3+ years in customer service in a call center or SAAS-related environment, with excellent English communication and

Qualifications

• Must have Grade 12 or equivalent.
• Management qualification is advantageous.
• 3+ years in customer service leadership or call centre roles.
• Strong English communication, written and verbal.
• Knowledge of the business customer service, and finance awareness.

Responsibilities

• Coach a team of customer care agents and set service standards.
• Maintain call service level at 90% and above.
• Resolve enquiries from all channels with timely follow-up.
• Refer unresolved issues to designated departments for investigation.
• Provide training and guidance to achieve competencies.
• Enforce policies and issue warnings as needed.
• Provide QA-based monthly coaching to improve QA scores.

Skills

Leadership

Coaching

Customer service leadership

KPI management

QA coaching

Communication

Education

Grade 12

Generic Management qualification

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.

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.