Customer Service Lead (QA)

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.