Customer Success Executive - Cape Town at Moove Africa

About the Role
As a Customer Success Executive at Moove, you will play a key role in ensuring our clients' satisfaction and success. Your responsibilities will include building strong relationships with customers, understanding their needs, and proactively addressing any issues or concerns. You will work closely with cross-functional teams to deliver solutions, provide product insights, and contribute to the overall growth of client accounts. This role offers an exciting opportunity to foster client engagement, promote retention, and contribute to the continuous improvement of Moove's products and services.

What you’ll be doing

• Monitoring drivers’ performance.
• Conducting daily check-in on drivers’ pulse.
• Supporting drivers.
• Solving driver's issues while drivers are in transit.
• Receiving inbound calls from drivers.
• Making outbound calls to drivers.
• Conducting driver survey.
• Compiling data from drivers survey
• Accountability of all Moove vehicles
• Ensuring that drivers obey rules and regulations as laid down by the company.
• Ensuring that drivers get the right information from the company.

What you will need for this position

• Degree in any discipline.
• 1-year experience in customer care/support roles.
• Experience in the transportation industry is an added advantage.
• Proficient in the use of Microsoft Suites (Excel).
• Ability to manage people.
• The candidate must possess an eye for details.

Key Metrics

• Daily retention targets as % of return walkins
• Weekly churn targets
• Daily Ticket resolutions for DPs basis physical and remote interactions
• Daily Driver performance basis supply hour and trip targets of the city
• Daily helping DPs increase earnings if SH is at optimal level, monitored via week
• on week DP earnings
• Overall DP portfolio monitoring basis allocated count of DPs