Customer Success-Driver Events Specialist / TravelTech & Mobility | Startup – Dubai

Position Title: Driver Events Specialist

Department: Customer Success

Position Reports To: Customer Success Manager

Job Description:

To ensure Driver Events run smoothly: drivers are using the app properly, there are no missing bookings, drivers are assigned on time, events are conducted in an orderly manner, and event check-ins are done promptly

Job Accountability:

• Driver Events, Engagement & Support:
• Serve as a point of contact for driver feedback, addressing concerns and relaying insights to management to improve driver experience.
• Create communication materials, such as newsletters or training guides, to keep drivers informed and engaged.
• Ensure that driver event performance consistently exceeds the 95% benchmark as per company standards.
• Training & Development:
• Collaborate with the Operations and Sourcing team to organize Supplier/Driver training sessions focused on customer service and effective use of the KOI Chauffeur app and the Supplier Portal.
• Provide hands-on training to drivers on navigating and utilizing the KOI Chauffeur app to ensure seamless operations.
• Ensure all drivers are equipped with the knowledge and tools needed to deliver exceptional service to passengers.
• App Usage Monitoring:
• Monitor drivers’ accurate and consistent use of the KOI Chauffeur app, identifying areas for improvement or additional training.
• Provide feedback and support to drivers to ensure compliance with app protocols and to optimize performance.
• Report app-related issues or trends to the technology team for resolution or enhancement.
• Cross-Functional Collaboration:
• Work closely with Sourcing, Operations, and Strategic Partnerships teams to align driver training with company goals and brand standards.
• Partner with the Operations and Sourcing teams to schedule training sessions that minimize disruptions to driver availability.
• Data & Reporting:
• Track training attendance, driver feedback, app usage metrics, and program outcomes to measure success and identify areas for improvement.
• Provide regular reports to leadership on driver performance metrics, app performance, and training impact.
• Complaints and Reviews management.
• Receive, log, and track all customer complaints shared by clients.
• Investigate each case by reviewing dispatch logs, driver communication, and incident records.
• Coordinate with Dispatch, Live Ops, and Suppliers to gather evidence (driver arrival times, GPS data, call logs).
• Provide clear, professional responses to clients within the agreed SLA
• Monitor daily customer reviews on all clients’ platforms
• Investigate all reviews and log the outcome
• Track review trends and share insights with Operations and Sourcing for supplier performance reviews.

Competencies and Skills:

· Passionate about creating positive, inclusive, and engaging experiences for others.

· Strong problem-solving abilities with a proactive, solutions-oriented mindset.

· Team player who thrives in a fast-paced, dynamic environment.

· Experience in the transportation, logistics, or hospitality industry is a plus.

· Familiarity with mobile app training or monitoring is highly desirable.

· Ability to work flexible hours, including evenings and weekends, to accommodate training schedules.

Essential Qualifications:

· Bachelor’s Degree

· Basic MS Office

The abovementioned responsibilities are intended to provide guidelines and directions for your specific role within KOI. Please note that as the needs of the organization develop/change, it may be necessary to modify or amend the responsibilities listed.

Job Type: Full-time

Pay: AED3,000.00 - AED5,000.00 per month

Application Question(s):

• Please rate your proficiency in MS Office tools (Word, Excel, PowerPoint) on a scale of 1 to 10, where 1 = Beginner and 10 = Expert.
• Have you managed customer complaints, reviews, or service issues in a professional setting?
• Are you comfortable working in a fast-paced, dynamic environment where problem-solving and teamwork are essential?
• Are you able to work flexible hours, including evenings and weekends, to accommodate training schedules?
• What is your expected monthly salary (AED)?
• Are you available to join immediately, or what is your current notice period? Please specify.

Education:

• Bachelor's (Required)

Experience:

• Transportation / Logistics / Hospitality: 1 year (Required)

Language:

• English (Required)