YAVIYA-JOB-01
Customer Experience & Support Officer
About YAVIYA
YAVIYA is a technology-driven marketplace being developed to make online commerce more accessible, reliable, secure, and convenient in the Democratic Republic of Congo.
YAVIYA aims to connect customers, sellers, businesses, and service providers through a trusted digital marketplace, starting with major cities in the DRC and progressively expanding nationwide.
We are currently building our founding team and are looking for a Customer Experience & Support Officer who will help establish the customer service culture and standards of YAVIYA from the very beginning.
Position Overview
As a Customer Experience & Support Officer, you will be one of the key points of contact between YAVIYA and its customers.
You will be responsible not only for answering customer questions, but also for building an excellent customer experience, identifying recurring problems, collecting customer feedback, and helping YAVIYA continuously improve its products and services.
You will work closely with the Operations, Product, Marketing, and Technology teams.
Key Responsibilities
Customer Support
- Respond to customer inquiries through WhatsApp, phone, email, and online chat.
- Assist customers with product information and orders.
- Provide updates on order and delivery status.
- Help customers with account-related issues.
- Handle complaints professionally and efficiently.
- Assist with returns, refunds, cancellations, and disputes.
Customer Experience
- Ensure a professional, friendly, and customer-focused experience.
- Identify recurring customer problems.
- Collect and document customer feedback.
- Recommend improvements to the customer journey.
- Monitor customer satisfaction.
Operations Support
- Coordinate with the Operations and Logistics teams regarding delayed or failed deliveries.
- Escalate complex customer issues.
- Follow up until problems are resolved.
- Maintain accurate records of customer interactions.
Continuous Improvement
- Identify opportunities to improve customer support processes.
- Contribute to the creation of FAQs and support documentation.
- Help establish YAVIYA's customer service standards and procedures.
Requirements
- Bachelor's degree or equivalent experience in Business, Management, Marketing, Communications, Customer Service, or a related field.
- Previous experience in customer service, customer experience, e-commerce, hospitality, telecommunications, retail, or a similar environment.
- Excellent communication skills in French.
- Good communication skills in English are an advantage.
- Strong problem-solving skills.
- Good digital literacy.
- Ability to work with CRM, chat, email, and other digital tools.
- Strong organizational skills.
- Ability to remain calm and professional when handling complaints.
- Customer-oriented mindset.
We especially value
- Empathy
- Patience
- Accountability
- Proactivity
- Attention to detail
- Problem-solving
- Strong communication
- Ability to work in a startup environment
Key Performance Indicators
Your performance will be evaluated based on:
- Customer Satisfaction Score (CSAT)
- First Response Time
- Resolution Time
- First Contact Resolution
- Complaint Resolution Rate
- Customer Retention
- Quality of customer interactions
What YAVIYA Offers
- Opportunity to join YAVIYA at an early stage.
- Opportunity to help build a new African technology company.
- Direct exposure to startup operations.
- Opportunity to contribute ideas and influence processes.
- Professional growth opportunities.
- Collaborative and innovative working environment.
Postuler à cette offre
Envoyez votre CV et lettre de motivation à l'adresse e-mail ci-dessous, en indiquant la référence YAVIYA-JOB-01.
contact@yaviya.com