Customer Success Executive PE at Moove Africa

About the Role

• Customer Success Executive who will be charged with monitoring, supporting, and resolving drivers issues within our Operations team and be a representative and ambassador for the team across the company as well as to external stakeholders.

What You’ll be Doing

• Ensure that vehicles are utilised optimally on the platform
• Monitor and optimise driver's KPIs (Trips, Supply Hours, TPH, Earnings, Acceptance Rate, Cancellation Rate, Remittance Rate)
• Drivers Daily Contact Check via various communication methods.
• Cash collection of accounts in arrears
• Following policy and procedures of initiating recovery of vehicles
• Contribution of innovative ideas and continued improvement ideas.
• Daily and weekly presentation on data findings and statistics.
• Market Analysis (product, challenges, drivers feedback, and so on)

What You will need for this position

• Degree in any discipline is an added advantage
• 4 years experience in customer care/support roles for driver management/logistics operations for performance /Call centre.
• Experience in the logistics / e-hailing industry is an added advantage
• Proficient in the use of Microsoft Suites (Excel, powerpoint, word).
• The candidate must be meticulous .
• Have Debt collecting experience.
• Ability to work in a fast and high pressured working environment
• Critical thinker
• Ability to work with cross functional teams.
• Experience with handling data and financial information.

Key Metrics

• Vehicle Utilisation
• Weekly KPIs attainment
• Weekly active driver compliance.
• NPS
• Cash collection rate.
• Daily drivers contact check
• Weekly issues resolution rate
• Weekly vehicle inspections