Customer Service Lead (QA) Technical & Operations · Singapore

Cartrack Technologies Phil. Inc.; Singapore; Hybrid; SGD 78,000 - 123,000; Full time

Job summary

Karooooo is seeking a dynamic leader to manage a diverse Customer Care team in Singapore, focusing on high-quality service and KPI achievement. The role demands ownership, problem-solving mindset, and representation of the Cartrack brand.

You will coach staff, drive performance, and ensure timely resolution of inquiries across channels while maintaining professional standards. Strong English communication and leadership are essential.

Qualifications

• Must have strong leadership and team coaching abilities.
• Clear communication and problem-solving skills required.
• Experience in customer service and call centre environments preferred.

Responsibilities

• Provide coaching to a team of customer care agents and set service standards.
• Maintain service level of incoming calls at 90% and above.
• Demonstrate professionalism and uphold the Cartrack brand.

Skills

Leadership

Coaching

Communication skills

Problem solving

English proficiency

Education

National Senior Certificate / 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.