Position Title: Driver Events Specialist
Department: Customer Success
Position Reports To: Customer Success Manager
Job Description:
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.

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
Starting salary: AED 3,000 per month (negotiable based on experience) + performance bonus.
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):

• On a scale from 1 to 10, how would you rate your proficiency in Microsoft Office applications (Word, Excel, PowerPoint)?
• How many years of Hospitality/Customer Success experience do you currently have?

Language:

• English (Required)

• 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