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Customer Success Coordinator

3 weeks ago

Johannesburg, Gauteng, South Africa Tower Group South Africa (PTY) Ltd Full time

About the Role

As the Customer Success Coordinator, you will be the main point of contact for our riders, providing exceptional support and ensuring their success. Your role is to build strong relationships, resolve issues promptly, and proactively identify ways to improve the rider experience.

What You'll Do

  • Rider Support: Act as the first point of contact for all rider queries, issues, and feedback, providing timely and effective solutions.
  • Issue Resolution: Log and track all rider issues, escalating complex problems to the relevant teams (e.g., Workshop, Fleet Lead).
  • Proactive Engagement: Conduct regular check-ins with riders to ensure their satisfaction and address any potential issues before they escalate.
  • Feedback Loop: Collect rider feedback and communicate insights to the management team to improve our services and operations.
  • CRM Management: Maintain accurate and up-to-date rider records and communication logs in our CRM system.
  • Rider Education: Help riders understand and utilize our app, vehicle features, and support systems.

What You'll Bring

  • 1–2 years of experience in a customer service or customer success role.
  • Excellent communication and interpersonal skills.
  • A patient, empathetic, and problem-solving attitude.
  • Experience with CRM software.
  • Ability to work in a fast-paced environment and manage multiple tasks.
  • A passion for helping people succeed.

Success in the Role Looks Like

  • High rider satisfaction scores.
  • Prompt and effective resolution of rider issues.
  • Reduced rider churn due to proactive support.

Positive and productive relationships with riders.