Customer Experience Specialist

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 the role:
The customer experience specialist is responsible for ensuring that customers have a positive interaction with the company.
He/She may also be tasked with developing and implementing strategies to improve the overall customer experience.

What You Will Do ?

• Ensuring that customer issues are handled in a timely manner, and following up with customers to make sure that their issues have been resolved.
• Reviewing customer feedback and complaints to identify areas for improvement and opportunities for growth.
• Creating reports on customer satisfaction levels and results from surveys or focus groups to help identify trends and improve customer service.
• Tracking customer information such as contact information and preferences so that they can be contacted in the future.
• Monitoring customer satisfaction with products and making adjustments as needed.
• Analyzing data to identify trends in customer preferences, needs, and buying habits.

What You’ll Need ?

• Degree in Communication, hospitality, or any related field.
• Experience in a Customer Service environment.
• Excellent communication and attention to detail skills.
• Strong organizational and negotiation skills.
• Proficient in MS Office and CRM software.
• Empathetic and patient personality.
• Proven ability to stay calm under pressure.