Moove is on a mission to redefine what large-scale rideshare leasing and vehicle ownership look like in Africa. We are developing an innovative model to rapidly improve the availability of vehicles for on-demand ridesharing services across major metro cities while also creating sustainable jobs for drivers
We are recruiting to fill the position below:
Job Position: Customer Success Executive
Job Location: Lagos
Department: Operations
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.
Who You'll Be Working with:
- Directly reporting to our Customer Success Manager, and closely working with our Operations Team.
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
Requirements
What You will need for this position:
- Candidates should possess a Degree in any discipline.
- 2-years of 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.