Customer Success Executive | JHB, South Africa at Moove Africa

What You’ll Be Doing
Main duties and responsibilities include but are not limited;

Team Supervision & Performance Management:

• Lead, support, and supervise the customer success team in managing live chats, queries, and issue resolution.
• Monitor and drive daily team performance, ensuring KPIs like response time, resolution rate, and customer satisfaction are consistently met.
• Provide regular coaching, feedback, and development to team members.

Customer Chats & Helpdesk Management:

• Oversee the handling of all incoming customer chats, ensuring queries are addressed promptly and professionally.
• Manage escalations, ensuring appropriate and timely resolutions.
• Act as a first point for all customer queries.

CRM & Helpdesk Oversight:

• Ensure the team uses the CRM Helpdesk system effectively for logging, tracking, and resolving client queries.
• Track and analyze helpdesk tickets and chat interactions to identify trends and improvement opportunities.

Daily Operational Reporting:

• Track and report on key operational metrics including chat volumes, response times, resolution rates, and escalations.
• Share daily stats with leadership and suggest improvements based on data insights.

Customer Experience & Quality Control:

• Promote a customer-centric culture within the team.
• Monitor service quality, conduct regular spot checks, and implement quality improvement initiatives.

Continuous Improvement:

• Identify process gaps and recommend solutions to improve efficiency, customer experience, and operational workflow.
• Stay updated on system changes, business processes, and customer needs.

What You Will Need For This Position

Educational background, experience, and skills required for the role.

• Degree in any discipline.
• 8 years 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
Key competencies or attributes essential for success in the role.

• 95% of driver partners retained basis tenure based targets and lease plan
• Churn 3% monthly against target fleet size.
• 100% of all chats and tickets resolved Avg First Response Time
• Ticket resolutions for DPs basis physical and remote interactions
• Driver performance basis supply hour and trip targets of the city