Driver Support Senior Associate KE
Safeboda
Driver Support Senior Associate KE
Role-based in Nairobi Kenya
Start date: 5th January 2025
Who we are:
At SafeBoda, driving Africa forward by transforming transportation and delivery services to be safe, affordable, and reliable. Our platform is carefully designed to meet the needs of African consumers as a one-stop shop for transportation and on-demand services.
Operational in Uganda and Kenya we are a venture-funded Series B company that is already having a huge impact on millions of people in Africa. Our backers include Google, Unbound, Argor (GoJek’s VC), AllianzX, Yamaha, and Beenext, among others. We have a passionate and highly engaged team of superstars based in East Africa. Together, we aim to revolutionise transport and logistics in Africa’s cities.
Job Summary:
The Driver Support Senior Associate will play a vital role in supporting rider and driver recruitment, driver engagement, and ensuring the overall well-being of our driver community. This multifaceted role also involves providing customer care support to enhance the overall SafeBoda experience.
Key Responsibilities:
- Rider and Driver Recruitment: Actively source, train, and onboard new riders and drivers. conduct orientation sessions and ensure compliance with onboarding procedures.
- Driver Engagement: Foster positive relationships with drivers through regular communication and engagement initiatives and Implement strategies to boost driver satisfaction and loyalty.
- Driver Quality: In liaison with the Country Manager, develop and implement fraud mitigation strategies and create and continually improve driver quality programs. Ensure the team’s full compliance with driver disciplinary procedures.
- Customer Support: Respond promptly and professionally to driver and passenger inquiries, concerns, and feedback
- Initiate proactive interactions: Take the initiative to connect with passengers and drivers through calls and surveys, aiming to enhance engagement, ensure retention, and optimize customer lifetime value.
- Driver Well-being: Monitor and assess the well-being of drivers, addressing concerns related to their physical and mental health, and implement well-being programs and initiatives to enhance the overall work experience for drivers.
- Operational Support: Assist in day-to-day operational tasks, including monitoring service levels, and collaborating with other teams to address operational challenges and improve overall efficiency.
- Basic reporting: Prepare regular reports on driver recruitment, engagement, quality, & well-being plus customer support metrics.
- Compliance: Ensure that all drivers comply with company policies, local regulations, and safety standards. and collaborate with relevant teams to address compliance issues promptly.
Qualifications & Technical skills required
- Bachelor's degree in Business Administration, or a related field.
- Must own a LAPTOP and should have the basic knowledge of using Excel and Google Sheets
- Previous experience in driver operations, operations or customer service roles
- Analytical mindset with the ability to interpret and analyze data.
- Proactive and detail-oriented with the ability to multitask effectively.
Key Competencies/Personal Skills
- Communication Skills: Effectively conveys information through verbal and written communication.
- Customer Focus: Prioritizes the needs and satisfaction of customers.
- Problem-solving: Analyzes situations and proposes effective solutions.
- Organizational Skills: Manages tasks, time, and resources efficiently.
- Initiative: Takes proactive steps to contribute to team goals and objectives.
- Customer centricity: Demonstrates empathy and professionalism in addressing customer concerns.
- Learning Agility: Ability to quickly learn and apply new skills and information.
- Proven ability to work under pressure and solve problems in fast-paced environments
- Professional, positive, energetic, and patient attitude with a good sense of humor.
- Demonstrated ability to work effectively both as part of a team and independently
Benefits
- Health insurance
- SafeBoda transport credits
- Paid annual leave
- A supportive team environment with mentorship from SafeBoda leadership
- Be a critical part of a team at the pinnacle of tech entrepreneurship in Africa
Company Values
- Community: Community drives us. We treat every driver, staff member, and customer with respect, knowing that together, we are stronger.
- Safety: We stand for safety. We protect our drivers, passengers
- Innovation: We challenge the status quo and create smart, practical solutions that make everyday life simpler and safer
- Transparency: We are open-minded and candid, openly sharing our opinions without fear of judgment. We actively seek feedback on our product and performance to continuously improve.
- Integrity: We earn trust by staying true to our values, holding ourselves to the highest standards, and delivering on our promises.
- Collective Commitment: Everyone is encouraged to disagree while a decision is being made. However, once a decision has been made, everybody must commit to it. “I agree and I commit, I disagree
Ready for the Challenge?
Send an email to recruitment@safeboda.com, attaching your CV. Please use "Driver Support Senior Associate” as the email subject. Only shortlisted candidates will be contacted.