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    Customer Success Executive - Lagos, Nigeria - Moove

    Moove
    Moove Lagos, Nigeria

    Found in: beBee S2 NG - 6 days ago

    Default job background
    Full time
    Description

    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.

    What You Will Need For This Position

    • Degree in any discipline.
    • 1-year 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
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