Yassir is a dynamic and innovative company specializing in delivery services. We are committed to providing high‑quality solutions that meet our customers’ needs while fostering a collaborative and motivating work environment for our teams.

We are currently seeking a Customer Experience Agent.

The Level 1 Customer Experience Agent is responsible for delivering first‑level customer support by providing quality service, responding to inquiries, and resolving issues efficiently.

Responsibilities:
– Respond to customer inquiries through various channels (phone, email, chat, social media).
– Provide accurate and detailed information about products and services.
– Resolve common customer issues by following established procedures.
– Escalate complex requests to higher support levels when necessary.
– Follow up on customer requests to ensure satisfaction.
– Participate in training sessions and updates on company products and processes.
– Adhere to the company’s quality and productivity standards.

Skills:

Knowledge:
– CRM tools and customer interaction management.
– Customer service processes and communication techniques.
– Company products and services.

Abilities:
– Excellent verbal and written communication.
– Active listening and empathy.
– Ability to solve problems quickly and effectively.
– Ability to manage stress and challenging situations.

Attitudes:
– Customer‑focused mindset and strong service orientation.
– Patience and professionalism.
– Team spirit and collaboration.

Performance indicators:
– First‑contact resolution rate.
– Average handling time.
– Customer satisfaction (CSAT).
– Compliance with procedures and quality standards.

Career mobility:
– Level 2 Customer Experience Agent.

Education:
– Bac+2/3: DUT, BTS, or a Bachelor’s degree in customer relations, business, communication, or foreign languages.

Required experience:
– 0 to 2 years of experience in customer service.
– Strong communication skills and ability to handle customer inquiries.
– Familiarity with CRM tools and online chat systems.