Commercial Retention Advisor FR - Rabat

Company :

Join Cnexia and choose to be part of a project that values innovation, promotes continuous skill development, and offers creative and ambitious people in the high-tech field the opportunity to achieve their professional goals.

Proud of our status as the exclusive Moroccan subsidiary of Canada's historic telecom operator, we have continuously expanded our teams since 2021 with over 1,300 employees mainly based in Fez. We have just extended our activities to the northern part of the Kingdom by opening a new site in Rabat to continue our growth there, with the goal of more than doubling our workforce by 2024.

At Cnexia, we do more than just support the customers of our global network and the beneficiaries of our various services. We develop innovative solutions and continuously create original multiplatform media content. Through this, we revolutionize every day the way Canadians communicate on the web and interact via mobile applications, by offering them an improved experience.

If you are ready to take on this challenge, we invite you to join a community that values bold ideas and gives you multiple opportunities for career accomplishment in a world-class multicultural environment!

"At Cnexia, we offer equal opportunities to all, without distinction of race, color, origin, religion, sex, nationality, age, citizenship, marital status, or disability."

Company culture :

Cnexia is driven by a culture strongly focused on performance and competitiveness, where ambition, challenge and customer orientation are key drivers of success. This dynamic is complemented by a collaborative dimension, promoting trust, teamwork and close managerial support. It also integrates an innovation component that encourages initiative, adaptability and experimentation. Finally, a structured organizational culture underpins the whole by ensuring process rigor, reliability and operational efficiency.

Job :

Join our company, a dynamic player in the Call Center, and become part of a close-knit team in Rabat. As a Commercial Retention Advisor, your main mission will be to actively contribute to the satisfaction and loyalty of our customer base.

Your goal will be to preserve our client portfolio by offering personalized solutions and anticipating needs. It will involve strengthening the trust relationship with each client and reducing churn rate through attentive listening and a proactive approach.

Your days will be marked by various responsibilities, including:

• Analyzing customer situations to identify risks of departure.
• Proposing suitable offers and solutions to retain customers.
• Managing objections and negotiating mutually satisfactory agreements.
• Ensuring personalized customer follow-up with a focus on quality.
• Participating in the continuous improvement of retention processes.

Required profile :

A qualification before the Baccalaureate is required, ideally supplemented by a specialization in Call Center professions or a related field.

A minimum of 1 to 5 years of experience in a similar role, preferably within a call center, is expected. This experience will allow you to master negotiation and customer relationship techniques.

To excel in this role, you possess excellent communication and active listening skills. Your ability to analyze complex situations and propose relevant solutions is a major asset. A strong customer focus, great resilience in the face of challenges, and interpersonal skills will enable you to succeed. Proficiency in CRM tools and a good understanding of the call center sector are also appreciated.

Head office address :

Desired personality traits :

Respect of the rules Flexibility Need for autonomy Involvement at work Humbleness Organization