Customer Success Executive

About Moove

Moove is on a mission to build the largest mobility fintech for emerging markets. Our starting point is a technologyenabled lending model to radically transform the availability of auto finance and vehicles for ondemand 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 Youll be Doing

• Ensure that vehicles are utilised optimally on the platform

• Monitor and optimise drivers 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 / ehailing 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 Youll Be Working with:

Directly reporting to ourCustomer 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 likeminded 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 Companys 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.

Prehiring 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 Ubers preferred fleet partner across SubSaharan 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.