• Application Deadline:
• Position: Customer Success Executive


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Abuja


• Job Field Customer Care 
  

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.