About the Role<\/p>\n
\tAs 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.<\/p>\n
What You\u2019ll be Doing<\/p>\n
Main duties and responsibilities of the role include but are not limited to the following:<\/p>\n
Driver Engagement & Support<\/p>\n
\tConduct daily check-ins with drivers to offer assistance, monitor well-being, and address concerns.
\n\tBuild strong relationships with drivers to ensure satisfaction and long-term retention.
\n\tCollect and analyse feedback on pain points, performance challenges, and market trends.<\/p>\n
Performance Monitoring<\/p>\n
\tTrack and optimize key driver KPIs such as:
\n\tNumber of Trips
\n\tSupply Hours
\n\tTPH (Trips per Hour)
\n\tEarnings
\n\tAcceptance Rate & Cancellation Rate
\n\tRemittance Rate
\n\tFlag and support drivers falling below threshold performance levels.<\/p>\n
Compliance Monitoring<\/p>\n
\tEnsure vehicle inspections and required documentation are completed and up to date.
\n\tMonitor compliance with platform invitations and onboarding processes.
\n\tPromote adherence to company guidelines and ethical operating standards.<\/p>\n
Collections & Recovery<\/p>\n
\tRecover missed remittances, overdue payments, excess mileage charges, excess charges or outstanding deposits.
\n\tProactively manage assigned arrears portfolio to achieve weekly and monthly target
\n\tEngage drivers professionally and empathetically to resolve outstanding balances.
\n\tMeet or exceed recovery targets (daily, weekly, monthly).
\n\tFollow legal and internal policies to ensure ethical debt collection practices.<\/p>\n
What You will need for this position<\/p>\n
\tMatric or equivalent (Diploma or Degree in Business, Customer Service, or similar is a plus)
\n\t1\u20133 years of experience in customer service, sales support, debt collection or partner management
\n\tStrong interpersonal and communication skills
\n\tProactive, solution-oriented, and able to work with minimal supervision
\n\tComfortable with reporting tools and digital communication platforms (Google Sheets, Docs, CRM systems)
\n\tA customer-first mindset with the ability to balance empathy and accountability<\/p>\n
Key Metrics<\/p>\n
Key competencies or attributes essential for success in the role.<\/p>\n
\tDaily driver retention targets as % of return walkins
\n\tTrip Volume & Driver Activity
\n\t98% collections rate
\n\tWeekly churn targets
\n\tDaily Ticket and Chat resolutions for DPs basis physical and remote interactions
\n\tDaily Driver performance basis supply hour and trip targets of the city
\n\tDaily helping DPs increase earnings if SH is at optimal level, monitored via week on week DP earnings
\n\tDaily zero-trips monitoring
\n\tWeekly monitoring of high outstanding amounts for recovery
\n\tOverall DP portfolio monitoring basis allocated count of DPs<\/p>\n
Who You’ll Be Working with:<\/p>\n
Directly reporting to our Customer Success Supervisor, and closely working with our Operations.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Moove Africa","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Moove was founded on the principle of Creating Shared Value in Africa by providing solutions to socio-economic challenges whilst building a viable business. Moove seeks to solve three challenges: providing flexible employment by democratizing car ownership; providing convenient and accessible auto-f... read moreinance products; supporting social mobility by significantly improving the quality of cars available to riders on the Uber platform across Africa.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-32295","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/32295","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=32295"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=32295"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=32295"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}