Customer Success Executive (Performance) at Moove

We are looking for a Customer Success Executive who will be charged with monitoring, supporting, and resolving drivers issues within our Operations team and be a representative and ambassador for the team across the company as well as to external stakeholders. The ideal candidate for the role will be someone who is skilled in Communication and who is knowledgeable in the use of MS Office Suites and Data Analytics.

What You’ll be Doing  

• Ensure that vehicles are utilised optimally.
• Track and optimise driver's KPIs (Trips, Supply Hours, TPH, Earnings, Acceptance Rate, Cancellation Rate, Remittance Rate)
• Drivers Daily Contact Check
• Vehicle Inspections Compliance
• Invitations Compliance
• Market Analysis (product, challenges, drivers feedback, and so on)

What You will need for this position  

• Degree in any discipline.
• 4-years experience in customer care/support performance roles.
• Experience in a customer-centric industry is an added advantage.(e.g. Logistics or Transportation)
• Proficient in the use of Microsoft Suites (Excel).
• Ability to manage people.
• The candidate must possess an eye for details.

KPIs that will be measured after you start  

• Vehicle Utilisation
• Weekly KPIs attainment
• Weekly active driver compliance.
• NPS
• Cash collection rate.
• Daily drivers contact check
• Weekly issues resolution rate
• Weekly vehicle inspections