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 Title: Customer Success Executive
Location: Lagos
About The Role
- As a Customer Success Executive at Moove, you will play a key role in ensuring our customers' 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 customer accounts.
- This role offers an exciting opportunity to foster customer engagement, promote retention, and contribute to the continuous improvement of Moove's products and services.
What You’ll Be Doing
- Manage a portfolio of drivers and serve as their primary point of contact
- Monitor driver repayment performance, trip activity, and account health daily
- Follow up with drivers on outstanding payments, low activity, and compliance-related issues.
- Build and maintain strong relationships with drivers to improve retention and engagement.
- Escalate unresolved issues to relevant internal departments where necessary.
- Respond promptly to driver inquiries via Freshdesk, live chat, and inbound phone calls.
- Maintain a high level of professionalism and empathy during all customer interactions.
- Meet agreed service level agreements (SLAs) for response and resolution timelines.
- Maintain accountability and oversight of all Moove vehicles under your scope.
- Ensure that drivers comply with company rules, regulations, and safety standards.
Key Metrics
- Daily Repayment Rate (100%)
- 92% Weekly collections target.
- Resolution time for driver issues (95%).
- Number of Tickets Resolved.
- Adherence to Shift Schedule.
- Daily Follow-up Completion Rate.
What You Will Need
- Degree in any discipline.
- At least 2 years of experience in account management and customer support roles.
- Experience in the transportation industry is an added advantage (not mandatory).
- Proficient in the use of Microsoft Suites (Excel) and support tools like Freshdesk, etc.
- Strong ability to collaborate effectively across departments.
- Must possess an eye for detail.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/900721/customer-success-executive-at-moove-africa.html