Customer Experience Associate

About Yassir

Yassir is 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 Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world.

We offer on-demand services such as ride-hailing and last-mile 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. We’re not just about serving people - we’re 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 deep-diving into customer issues by conducting outbound customer calls and thoroughly analyzing performance data to identify root causes. The ideal candidate will have strong problem-solving 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 in-depth 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.
• Cross-Department 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: Bachelor’s degree or relevant experience in customer service, business, or a related field.
•  Experience: 1-3 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. We’re not just another app, we’re infusing social values and reinventing how services are provided
• Sharp, motivated co-workers 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 co-workers in a fun office environment.
• Paid company holidays
• Full social coverage