Retention Officer

Comfort Transportation Pte Ltd & CityCab Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading transportation service provider seeks a Driver Retention Specialist to enhance driver satisfaction and minimize turnover. Responsibilities include monitoring contract renewals, gathering feedback to improve retention, and reporting on performance metrics. Ideal candidates should possess strong interpersonal and analytical skills, with a background in customer service preferred.

Qualifications

• Strong interpersonal and communication skills.
• Problem-solving and decision-making skills.
• Data analysis and reporting skills.

Responsibilities

• Monitor driver contract expiry and discuss renewals.
• Gather feedback from drivers and address concerns.
• Prepare reports on driver satisfaction and analyze data.

Skills

Interpersonal skills

Problem-solving

Data analysis

Organizational skills

Communication skills

Job description

Job Summary:

The incumbent will ensure driver satisfaction, minimize driver turnover and maximize contract renewals.

Key Responsibilities:

Contract Renewals:

a. Monitor driver contract expiry dates.

b. Proactively reach out to drivers to discuss contract renewals.

c. Address any concerns or issues that may impact renewal decisions.

Driver Retention:

a. Gather and monitor feedback from drivers calls and meetings.

b. Address driver complaints and concerns promptly and effectively.

c. Provide alternatives for drivers to increase retention performance.

Reporting and Analysis:

a. Prepare regular reports on driver retention rates, contract renewals, and drivers’ satisfaction.

b. Analyse driver turnover data to identify trends and preferences.

c. Use insights to improve driver satisfaction and retention performance.

Others:

a. Assist with administrative tasks as needed, such as maintaining driver records and scheduling meetings.

Required Skills and Qualifications:

• Strong interpersonal and communication skills

• Problem-solving and decision-making skills

• Data analysis and reporting skills

• Strong organizational and time management skills

• Experience in customer service is preferred