Customer Success Executive at Go Rides

About the role

• GoRides is looking for a professional with excellent communication and an entrepreneurial attitude to be the Customer Success Executive, [Abuja].
• The Customer Success Executive will be responsible for multi-hatting across driver contact and resolution, payment management, monitoring driving behaviour, and customer satisfaction.
• The ideal candidate for the role will be someone who is skilled in communication, problem solving, end to end query resolution, and has great time management and data / system handling. Based in the Operations team, the Executive will be a representative and ambassador for the FCT organisation to all customers through tenure with GoRides.
• If you have a customer-facing background, are determined to quickly and effectively resolve customer issues, resilient to have difficult conversations when there are breaches of contract, and want to build your experience across a large number of operations in a fast-evolving and continuously improving environment, this role is for you!

What You’ll be Doing

• Resolving all driver inbound customer queries
• Being first line support for time critical driver queries such as breakdown or accident
• Communicating important information to customers on behalf of GoRides as and when required
• Generating driver statements and reconciling driver payments against forecasts
• Ensuring all drivers are meeting payment obligations
• Contacting drivers and resolving cases of non-adherence to payments
• Managing drivers holidays and maintenance requests against their contracts
• Communicating and transferring liability for drivers fines and excess payments
• Monitoring drivers are compliant with rules and regulations through the GoRides policies.
• What You will need for this position

Degree in any discipline

• Experience in customer care/support roles
• Good problem solving skills and able to manage customer queries end to end
• Resilient and able to have difficult conversations tactically, i.e. to chase arrears
• Detail oriented and able to manage data across payment, contact and telematics platforms
• Proficient in the use of IT systems (Microsoft Excel, CRMs i.e. Freshdesk, etc)
• Able to effectively time manage and re-prioritise in an agile manner
• Collecting driver satisfaction data and driving improvements

Key Metrics

• Contact first response time
• Contact resolution time
• Driver retention
• Vehicle retrieval time (post termination)
• Vehicle cost retention
• Cash collection

Who You’ll Be Working with:

• Directly reporting to our City Manager, and closely working with our Operations Team.