Customer Experience Executive (PCO)

London, England, United Kingdom · PCO Team

Description

Drover is a VC-backed, growth-stage marketplace company offering monthly, all-in car subscriptions to customers who want to experience car ownership as it should be: digital, flexible and at a fair, transparent price. For some more detail, check out our press coverage in TechCrunch, Forbes or CityAM.

THE ROLE

We are now looking for a Customer Experience Executive to help us reach new heights. In this role, you will delight our PCO customers (UBER drivers) with an amazing level of service and help define our long-term retention strategy.

WHAT YOU'LL DO

In particular, you will focus on the following:

  • Help our customers: respond to emails (Zendesk) and phone queries achieving an outstanding customer service level. Your enthusiasm and commitment to helping our customers will have them calling you out on Google Reviews and Trustpilot!
  • Improve processes: implement scalable workflows and processes to reduce ticket count and response time, working closely with the product team to eliminate issues causing tickets in the first place
  • Up-sell Contracts: convert short-term customers into long-term users and advocates, reducing churn as a result
  • Retention: losing customers is your worst enemy and you will not be content until you eliminate churn!
  • Requirements

    OUR CULTURE

    When you ask a Droverian what they love most about working here, their answer will likely be “the people” We are very proud of the amazing team we have assembled across London and Lisbon. The following should give you an idea about what kind of internal culture you’d be joining:

    Benefits

    Apply for this job