Customer Care Team Lead: Coach, Performance & Strategy

Cartrack; South Africa; On-site; ZAR 350,000 - 480,000; Full time

Job summary

Cartrack is seeking a Customer Care Team Lead to drive the achievement of customer care targets and oversee the daily operations of the customer care team, ensuring consistent service quality and a positive customer experience.

You will lead and motivate a team of agents, monitor performance against targets, develop and implement effective debt collection strategies, and provide coaching, training and constructive performance feedback to staff to grow capability and drive results in South Africa.

Qualifications

• Matric is required.
• 2–5 years in customer care, 1–2 years in leadership.
• Strong knowledge of customer care processes.
• Strong conflict resolution and problem-solving skills.

Responsibilities

• Lead and motivate a team of customer care agents.
• Monitor team performance against targets.
• Develop and implement effective debt collection strategies.
• Provide coaching, training, and performance feedback to agents.

Skills

Team leadership

Customer care processes

Conflict resolution

Problem solving

Coaching and training

Education

Matric (Grade 12)

Job description

Cartrack is seeking a Customer Care Team Lead to drive the achievement of customer care targets and oversee the daily operations of the customer care team, ensuring consistent service quality and a positive customer experience.

You will lead and motivate a team of agents, monitor performance against targets, develop and implement effective debt collection strategies, and provide coaching, training and constructive performance feedback to staff to grow capability and drive results in South Africa.