Job Requirements
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Skills
Job description for Customer Care Manager (Key Account Management) at PT Cartrack Technologies Indonesia
- Manage a team of customer care officers by setting service standards and ensuring KPIs are met.
- Set a clear mission and deploy strategies focused towards that mission
- Comprehensive knowledge of all area of the Business Customer Service, with Debtors and Finance awareness.
- Identify and implement new strategies for increasing customer satisfaction, loyalty and retentions by going above and beyond expectations
- 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
- Weekly/monthly report for management review.
- Demonstrate high level of leadership skills and provide necessary training and guidance to the Customer Care staff operational functions to achieve full competencies.
- Bachelor Degree in Business with outstanding academic performance
- Minimum of 5 years’ experience in Customer Service within automotive aftermarket or SAAS industry, experience in a similar industry is an added advantage;
- 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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