Customer Experience Associate
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
About Yassir
Yassiris the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria Morocco and Tunisia with recent expansions into France Canada and SubSaharan Africa. It is backed $200M in funding) by VCs from Silicon Valley Europe and other parts of the world.
We offer ondemand services such as ridehailing and lastmile delivery. Building on this infrastructure we are now introducing financial services to help our users pay save and borrow digitally.
Helping usher the continent into a digital economy era. Were not just about serving people were about creating a marketplace to bring people what they need while infusing social values
About Your Role:
- We are seeking a proactive and analytical Customer Experience Associate to join our team. This role is dedicated to deepdiving into customer issues by conducting outbound customer calls and thoroughly analyzing performance data to identify root causes. The ideal candidate will have strong problemsolving skills and the ability to turn customer feedback into actionable insights to improve service delivery
Responsibilities:
- Conduct sanity check Customer Calls: Ask customers for deeper insights on their inquiries concerns and issues through phone ensuring a high level of service.
- Issue Resolution: Perform indepth investigations into complex service issues working across teams to find and implement solutions.
- Analyze Performance Data: Use performance metrics and customer feedback data to identify recurring issues trends and opportunities for improvement.
- CrossDepartment Collaboration: Work closely with product operations and support teams to communicate identified issues and push for process or service enhancements.
- Customer Feedback Loop: Gather track and report customer feedback and suggestions for improvement to management.
- Documentation: Maintain detailed records of customer interactions issues resolved and recommended process
- Continuous Improvement: Identify and suggest improvements to internal processes that could enhance the customer experience.
Requirements:
- Education: Bachelors degree or relevant experience in customer service business or a related field.
- Experience: 13 years in customer service with experience in issue resolution and/or performance analysis preferred
- Excellent communication and interpersonal skills.
- Strong analytical skills with attention to detail.
- Ability to work under pressure and solve problems creatively.
- Familiarity with CRM software and data analysis tools.
- Empathy and patience when dealing with customer issues
PERKS :
- Ground floor opportunity with the team; shape the strategic direction of the company
- The rare opportunity to change the world around you such that everyone around you is using the product you built. Were not just another app were infusing social values and reinventing how services are provided
- Sharp motivated coworkers in a fun office environment
BENEFITS :
- Great compensation and bonuses including stock options.
- Ground floor opportunity with the team; shape the strategic direction of the company
- Sharp motivated coworkers in a fun office environment.
- Paid company holidays
- Full social coverage
Required Experience:
IC
Employment Type
Full-Time
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