Customer Service Team Lead — KPI & Coaching Focus

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

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.