Customer Service Lead (QA, B2B)

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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