Account Management Coach
Cartrack SA
Johannesburg, Gauteng
Customer service roles in retail, banking and BPO reward strong communicators and are a common entry point for matriculants.
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Job description
Listing reference: cartr_000866 Listing status: Online Apply by: 30 September 2026
Position summary
Industry: IT & Internet Job category: Sales Management Location: Rosebank Contract: Permanent EE position: No
Introduction
Cartrack, a world-leading smart mobility Software-as-a-Service tech company operating across 23 countries, is looking for an AM Coach. The AM Coach will play a key role in monitoring service quality, supporting sales agents through coaching and feedback, and providing insights to management through reporting and analysis. The role focuses on evaluating calls and chats, ensuring consistency in scoring standards, and contributing to continuous improvement initiatives within the Corporate Sales environment
Job description
- Listen to recorded and live calls, and review chat interactions to assess agent professionalism, accuracy, and customer service quality
- Score agent performance using predefined quality assurance checklists and standards
- Provide clear, constructive feedback to agents through one-on-one coaching sessions
- Support the sales team with ongoing coaching and performance improvement feedback
- Compile and present quality and performance reports to management using relevant data
- Identify service gaps and recommend improvements to training methods and customer engagement processes
- Facilitate or participate in calibration sessions with team leaders to ensure scoring consistency
- Review and validate retains to ensure accuracy and compliance
- Assist in identifying trends, risks, and opportunities for operational improvement
Minimum requirements
- National Senior Certificate (Grade 12) – Essential
- Minimum of 2 years’ administrative/quality assurance experience
- Strong attention to detail and accuracy
- Excellent analytical and problem-solving skills
- Effective coaching and feedback delivery skills
- Strong listening and comprehension abilities
- Excellent verbal and written communication skills
- Strong interpersonal skills with the ability to engage confidently with stakeholders
Good to know
What does this customer service job pay?
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Do I need experience for customer service jobs in Johannesburg?
Many customer service roles in Johannesburg are open to candidates with little or no experience. Read the listing for its exact requirements.
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Found on Indeed · Posted 4 days ago