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Customer Care Manager

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Responsibilities:
Reporting to the Chief Operating Officer and Head of Operations.

Customer Care Manager is responsible for the day-to-day operations of the Customer Care Department, which includes Voice CS, Non-voice CS, QA & trainer, Dispute & out guarantee, CS Project management, Community CC, Report and admin. This role is facilitating the planning, development and implementation of all service activities in consultation with the Head of operations.

Job Descriptions:
• Lead and drive customer care department of Cartrack business
• Manage the development and implementation of operational strategies for customer service management
• Manage, train and coach CS team leaders and monitor their performance according to established monitoring standards
• Workforce and manpower planning to meet service commitment and business requirement.
• Ensure that all subordinates are working effectively and follow all technical and company service processes
• Ensure proper notification/ escalation of service activities are followed to ensure smooth operation
• Ensure smooth running of daily processes to meet service level agreement
• Strategic planning and drive contact center process improvement 

• Research and plan to initiate new contact center system to increase service efficiency

Requirements:
• Minimum 3 years of experience in customer service;
• Proficient in English and Bahasa Indonesia;
• Excellent communication and interpersonal skills;
• Hands-on and a positive attitude;
• Team player, with a high level of energy and able to work independently

 

Or, know someone who would be a perfect fit? Let them know!

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Perks & Benefits

The growth of our business is driven by state-of-the-art technology that allows us to create data-driven solutions that are personalised according to the needs of our clients, providing them with insights, business competitiveness, operational excellence and a superior customer experience.
Our people remain our greatest asset ; we will therefore continue to bring together the best talent as we help them achieve their own career aspirations in a growing company that is truly global.

  • Excellent career growth locally and globally

  • Innovative and dynamic work culture

  • Innovative work culture

Workplace & Culture

With over 1,500 staff, Cartrack is creating revolutionary platforms that will transform the industry and help improve efficiency, safety, security and the environment. Our reputation as one of the most innovative and fastest growing telematics companies in the world has resulted in us acquiring 1 million subscribers, including businesses, consumers, and governments. 


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