About the Role
HOP Mobile Transport Limited is a technology-driven mobility platform that connects passengers, businesses, and delivery services with reliable transportation solutions. Founded 5 years ago, we have quickly become a trusted name in urban mobility, offering safe, affordable, and seamless travel experiences. Our mission is to revolutionize transportation in Nigerian cities by leveraging cutting-edge technology, empowering drivers, and prioritizing customer convenience. We are seeking a dedicated and proactive Client Relations Personnel to join our dynamic team in Lagos and help us elevate our customer experience standards.
Key Responsibilities- Develop and maintain positive relationships with riders, drivers, and corporate partners.
- Handle customer inquiries, complaints, and escalations in a timely and professional manner.
- Monitor customer feedback and implement strategies to improve service delivery across all touchpoints.
- Collaborate with operations and technical teams to swiftly resolve service issues.
- Design and implement customer retention and loyalty programs to drive engagement.
- Analyze customer data and generate comprehensive reports on satisfaction, complaints, and trends.
- Ensure strict adherence to service standards and company policies.
- Conduct regular engagement with drivers to improve service quality and compliance.
- Manage corporate client accounts, including seamless onboarding and ongoing support.
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- 3 to 5 years of proven experience in customer service or client relationship management, preferably in the tech or transport industry.
- Strong verbal and written communication and interpersonal skills.
- Exceptional problem-solving and conflict resolution ability.
- Proficiency in using CRM systems and modern customer support tools.
- Ability to thrive in a fast-paced, tech-driven environment.
- Competitive salary package with performance-based incentives.
- Health insurance coverage.
- Opportunities for professional growth and career advancement in a fast-growing tech company.
- A collaborative, vibrant, and innovative work environment.