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Open nowPosted 56 days ago

Customer Service Lead (QA, B2B)

cartrackasiacareerpage251 open roles

Where
Singapore
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Your applicationOpen nowCustomer Service Lead (QA, B2B)cartrackasiacareerpage · Singapore

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7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
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  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 56 days ago

The posting

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.
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