Job Description

Responsibilities

1. Monitor the operation and general activities of customers and drivers
2. Monitor drivers relationship with customers
3. Identifying trends and rending optimum service to customers
4. Assist in design, review and update processes, policies and procedures line with organizations value proposition and communicate service standards to the operations so that quality customer satisfactory is achieved.
5. Coach and train drivers to ensure proper understanding of the drivers and customers application and other goals and polices of the organization required to optimize services
6. Note customer’s complaints and points of improvement and ensure complaints are properly attended to, queries escalated appropriately and ensure customer informed of their state in the resolution process.
7. Establish and maintain professional friendly relationship with drivers
8. Leverage multiple resources and knowledge bases to navigate complex problems and reach full resolution.
9. Provide thorough, proactive support using various platforms including email, chat, and phone support.
10. Troubleshoot account issues, identify root causes, report on insights, and propose scalable solutions to improve on service delivery and reliability.
11. Create a template for customer satisfaction and loyalty
12. Collaborate with relevant departments e.g. marketing in deploying promos and other activities.
13. Provide feedback on customer patronage and perception of pickmeup brand and services for brand evaluation and development.
14. Provide weekly report for all activities and department.

Requirements

1. Candidates should possess an OND / HND / Bachelor's Degree
2. Applicant with 1 – 3 year experience with a ride hailing firm with IT knowledge.
3. Applicant must possess good computer and telecommunication skills.
4. Applicant must be innovative and creative.
5. Applicant must have the ability to work to achieve set targets and goals.
6. Applicant must have the ability to work in a competitive environment.

Interested and qualified candidates should send their Cover Letter and Resume to: recruitment@pickmeup.ng using the Job Title and Location as the subject of the mail.