Cx Support Agent ZA

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.

As a Customer Support Agent, you will be the first point of contact for Yassir Express customers.

Based on site, you will handle high volumes of enquiries by phone, email, chat, social media and WhatsApp.

You will resolve complaints, process refunds and order changes, and guide customers through the app.

You will maintain accurate records in Zendesk, Slack and our CRM, escalate issues to the right teams, and help the team meet response time, resolution time and CSAT targets in a fast paced, rotational shift environment from 06:30 to 00:00, including weekends and public holidays.

• Customer Enquiries: Handle high volumes of queries by phone, email, chat, social media and WhatsApp, providing clear and friendly assistance.
• Issue Resolution: Diagnose problems, provide solutions, and follow through to closure while keeping customers informed throughout.
• Refunds and Order Changes: Process refunds, credits and order amendments in line with policy, and record reasons accurately.
• Delivery Support: Track active orders, liaise with operations and dispatch teams, provide real time updates, and resolve delivery issues quickly.
• Record Keeping: Log and maintain precise ticket notes and customer details in Zendesk and the CRM. Attach evidence and use correct tags and categories.
• Escalation and Collaboration: Work with Operations, Logistics, Finance and Store teams through Slack and defined escalation paths to resolve complex cases.
• Quality and Compliance: Meet response and resolution SLAs, follow POPIA and security guidelines, and perform basic customer verification checks.
• Customer Satisfaction: Aim for high CSAT by managing tone, empathy and expectations. Follow up on low scores and capture feedback for improvement.
• Knowledge Base and Macros: Use and update help articles and macros. Suggest improvements where recurring issues are identified.
• Reporting and Handover: Provide clear end of shift handovers, highlight risks or backlogs, and surface insights on trends that affect service.
• Continuous Improvement: Participate in coaching, QA reviews and training. Share learnings to improve processes and the customer experience.

• Experience:
• Three to five years in customer service, preferably in e-commerce or on-demand services.
• Hands-on case handling for refunds, order changes and delivery issues.
• Proven use of Zendesk, WhatsApp support or any other Cx support software.

• Clear written and spoken English with strong tone control, empathy and de-escalation.
• Problem solving, prioritisation and multitasking across multiple systems.
• High attention to detail with accurate data capture and ticket notes.

• Proficient with Zendesk, CRM tools, Google Workspace and Slack.
• Comfortable with telephony headsets and handling high chat and message volumes.
• Basic troubleshooting for app and account issues.

• On site.
• Rotational shifts between 06:30 and 00:00, including weekends and public holidays.
• Willingness to work extra hours during busy periods.

• Matric Certificate or higher.
• Customer service certifications are an advantage.

• Familiar with POPIA and data privacy practices.
• Track record of meeting response time, resolution time and CSAT targets.
• Open to coaching, QA feedback and continuous improvement.

• Additional South African languages.
• Knowledge of Johannesburg and Pretoria delivery areas.
• Experience in fast-paced on-demand or logistics environments.

At Yassir, we believe in the power of diversity and the importance of an inclusive culture. So, if you're ready to bring your unique perspective and experiences to the table, then we're excited to listen.

Don't just apply for a job, come and be a part of our journey. Let's create a better tomorrow together.

We look forward to receiving your application

Best of luck,

Your Yassir TA Team