Job Description

Position Title: Driver Events Specialist

Department: Customer Success

Position Reports To: Customer Success Manager

:

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)