About Moove
Moove is on a mission to build the largest mobility fintech for emerging markets. Our starting point is a technology-enabled lending model to radically transform the availability of auto finance and vehicles for on-demand ridesharing services across tier 1 African cities. By doing so, Moove is creating sustainable jobs for mobility entrepreneurs in the mobility sector.
About the Role
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.
What You’ll be Doing
Ensure that vehicles are utilised optimally on the platform
Monitor and optimise driver's KPIs (Trips, Supply Hours, TPH, Earnings, Acceptance Rate, Cancellation Rate, Remittance Rate)
Drivers Daily Contact Check via various communication methods.
Cash collection of accounts in arrears
Following policy and procedures of initiating recovery of vehicles
Contribution of innovative ideas and continued improvement ideas.
Daily and weekly presentation on data findings and statistics.
Market Analysis (product, challenges, drivers feedback, and so on)
What You will need for this position
Degree in any discipline is an added advantage
4 years experience in customer care/support roles for driver management/logistics operations for performance /Call centre.
Experience in the logistics / e-hailing industry is an added advantage
Proficient in the use of Microsoft Suites (Excel, powerpoint, word).
The candidate must be meticulous .
Have Debt collecting experience.
Ability to work in a fast and high pressured working environment
Critical thinker
Ability to work with cross functional teams.
Experience with handling data and financial information.
Key Metrics
Vehicle Utilisation
Weekly KPIs attainment
Weekly active driver compliance.
NPS
Cash collection rate.
Daily drivers contact check
Weekly issues resolution rate
Weekly vehicle inspections
Who You'll Be Working with:
Directly reporting to our Customer Success Supervisor, and closely working with our Operations Team.
About the team
Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.
Moove is strongly committed to diversity within its community. The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.
Pre-hiring Notice: Moove relies on the accuracy of information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired, termination of employment.
EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.
Moove: Moove is a mobility asset finance company and Uber's preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratise financial services to make our customers more productive and successful. Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust and Ownership.
