PCL
Peoplelink Consultants Ltd
Driver Success Specialist at Peoplelink Consultants Ltd
KenyaFull TimeMid-Senior Level
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Peoplelink Consultants Ltd
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**Responsibilities **
Coordinate driver onboarding and conduct induction sessions covering company policies and platform usage.
Organize ongoing training programs focused on professionalism, safety and high-quality customer service.
Build strong driver relationships through regular communication and retention-focused engagement initiatives.
Gather and share driver feedback with management to drive continuous operational improvements.
Serve as the primary point of contact for resolving driver inquiries, payment issues, and trip disputes.
Monitor driver performance metrics, including acceptance rates and customer ratings, to provide targeted coaching. .
Clearly communicate and validate performance targets, incentive programs, and earning opportunities.
Collaborate with customer support and operations teams to address service gaps and driver availability trends.
Ensure strict adherence to company policies, safety standards, and local regulatory requirements.
Identify and flag non-compliance or disciplinary issues for further management action.
**Requirements **
Demonstrate strong interpersonal and relationship management skills to foster a positive driver community.
Exercise excellent communication and conflict resolution abilities when handling disputes.
Apply a high level of empathy and emotional intelligence to driver interactions.
Maintain a proactive approach to problem-solving and operational responsiveness.
Utilize basic data tracking and reporting skills to monitor and improve service quality.
Exhibit the ability to influence without authority to drive performance and policy adherence.