Bilingual French / English Customer Service Representatives - Retention & Loyalty - Casablanca

Company :

TELUS Digital is a leader in digital customer experience innovation, designing, building, and delivering cutting-edge digital solutions for global and innovative brands.

At TELUS Digital , we foster customer experience innovation through dynamic teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of Canada's largest telecommunications service providers. We offer contact center and business process outsourcing (BPO) solutions to some of the world's largest companies in the consumer electronics, finance, telecommunications, and utility sectors. With global call center delivery capabilities, our multi-territory and multilingual programs offer a safe and secure infrastructure, value-based pricing, skills-based resources, and exceptional customer service - all supported by TELUS, our multi-billion dollar parent telecommunications company.

We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive work environment. All aspects of employment, including the decision to hire and promote, are based on qualifications, merit, skills, and performance, regardless of any diversity-related characteristics.

Company culture :

TELUS Digital stands out for its innovation-driven culture, where creativity, agility, and the continuous search for new solutions play a central role. This innovative mindset is reinforced by a strong spirit of collaboration, fostering teamwork, active listening, and talent development. The company also values performance, encouraging employees to achieve ambitious goals and continuously improve, while relying on structured processes that ensure efficiency and quality. This balance between innovation, collaboration, and operational excellence creates a dynamic, people-centered, and future-focused work environment.

Job :

Join a dynamic company in the call center industry! We are currently looking for Bilingual French / English Customer Service Representatives to strengthen our team in Casablanca. Your role will be essential in the retention and loyalty of our valued customers.

Your main mission will be to actively contribute to customer satisfaction by ensuring quality follow-up and strengthening relationships with our customer base. The goal will be to turn every interaction into an opportunity for loyalty, thus consolidating our market position.

On a daily basis, your tasks will include:

• Proactively managing incoming and outgoing calls to assist customers.
• Identifying customer needs and proposing personalized solutions to ensure their satisfaction.
• Implementing strategies to prevent churn and encourage loyalty.
• Handling complaints and resolving issues according to established procedures.
• Updating and tracking customer records in our information system.
• Participating in the continuous improvement of retention and loyalty processes.

Required profile :

For this position, an education level equivalent to a high school diploma (Bac) is required, ideally in fields related to call center professions.

Professional experience of 1 to 3 years in a similar role, preferably within a call center, is highly desired. This will allow you to quickly grasp the challenges of the position.

We are looking for someone with excellent communication skills in both French and English, spoken and written. You must have a strong listening ability, great patience, and excellent stress management skills. Your customer service orientation, solution-focused approach, and dynamism will be major assets. Proficiency in computer tools and standard CRMs is also expected.

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization