Senior Service Success Lead

Get to know our Team:

• Customer Experience team drives one of our core values ‘Out serve Our Customers’ and provide support to in-country business units and a wide range of verticals
• Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
  

Get to know the Role:

• Lead Change in Customer Experience Team

The day-to-day activities:

• Handing of c-suites cases and escalations assigned and ensuring closure end to end.
• Assess and take service recovery decisions empowered to you
• Identifying process gaps, and liaising with verticals to set SOPs.
• Preparation and analysis of executive reports related to CE, and suggesting improvement plans.
• Lead, influence and guide other internal support stakeholders through analysis of service metrics
• Perform ad-hoc tasks as required by the team, to improve overall department efficiency and productivity.

The must haves:

• Min Diploma or Degree, with at least 2 years of Service Experience
• Initiative to take responsibility and ownership on tasks assigned
• Willing to engage and make decisions
• Good communication skills, Fluent in spoken and written English
• Able to work in a fast-paced environment and an effective listener/ troubleshooter
• Ability to calmly and logically handle situations with high emotional stress
• Good in Excel (Pivot, Vlookup,)
• Good in Presentation material
• Analytical thinking