Customer Success Executive (Temp) 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

• Monitor drivers’ performance and adherence to operational standards.
• Conduct daily check-ins to assess drivers’ pulse, wellbeing, and on-road experience.
• Provide ongoing support to drivers and act as a primary point of contact.
• Resolve drivers’ issues while they are in transit to minimise downtime and disruptions.
• Handle inbound calls from drivers and respond to queries promptly and professionally.
• Make outbound calls to drivers to share updates, gather information, and follow up on issues.
• Design and conduct driver surveys to gather feedback and insights.
• Compile, organise, and report on data collected from driver surveys to identify trends and areas for improvement.
• Maintain accountability and oversight of all Moove vehicles under your scope.
• Ensure that drivers comply with company rules, regulations, and safety standards.
• Ensure drivers receive clear, accurate, and timely information from the company.

What You will need for this position

Degree in any discipline.

• 2-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

• 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

Who You'll Be Working with:

• Directly reporting to our Customer Success Supervisor, and closely working with our Operations Team.