Customer Service Lead (QA)
About this role
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.