Customer Service Manager - Casablanca
Company sector : Recruitment / Interim
COMPANY :
COMPANY:
Present since 1997 in Morocco, Manpower Group is a key international player in employment and social inclusion worldwide. Within the Kingdom of Morocco, we cover the entire territory, from Tangier to Laayoune.
Our teams are trained to support companies in promoting excellence in human capital management: temporary work, fixed-term/permanent contracts, HR Solutions & Engineering, Human Capital Development...
For our temporary employees, we offer a unique experience, including the declaration of 100% of hours worked, the establishment of a mutual insurance for all, and personalized support for administrative procedures (banking, social security...).
For our candidates, we offer, in line with Manpower Group's global standards, a selection, evaluation, and success support process in their new role.
Company Culture:
Manpower Agencies operates within a particularly balanced culture, where cooperation is an important pillar of the work environment. The company values managerial proximity, trust, and collective commitment, while giving equal importance to performance and achievement of results. This dynamic is supported by a structured organization that promotes rigor, efficiency, and quality of execution. Openness to innovation complements this balance, strengthening adaptability and the ability to evolve in a constantly changing market.
Company culture :
Manpower Agences operates within a highly balanced culture, where collaboration plays a key role in the work environment. The company values close leadership, trust and collective engagement, while placing equal importance on performance and achieving results. This dynamic is supported by a structured organizational approach, promoting rigor, efficiency and quality execution. Openness to innovation further strengthens this balance, supporting adaptability in an evolving market.
Job :
We are recruiting for our client a Customer Service Manager to lead the Customer Service activity and ensure effective management of customer requests and requirements.
Main Missions:
- Supervise, support, and develop the Customer Service team.
- Ensure the follow-up and proper management of customer requests, from processing to resolution.
- Coordinate with the Sales, Logistics, Operations, and Finance teams to ensure effective handling of customer needs.
- Ensure customer satisfaction and loyalty.
- Manage complaints, sensitive situations, and urgent requests.
- Prioritize requests and ensure their follow-up within deadlines.
- Analyze encountered problems and implement appropriate solutions.
- Ensure follow-up of financial matters related to customer management: billing, payments, outstanding amounts, and credit.
- Coordinate with the Finance Department on various matters related to customer accounts.
- Contribute to the continuous improvement of service quality and customer relationship management processes.
Required profile :
Profile Sought:
- Bachelor's degree (Bac+4/Bac+5) in Business, Management, or an equivalent field.
- 5 to 8 years of experience in Customer Service / Customer Relations, ideally in an industrial environment.
- Proven experience in team management, supervision, and employee development.
- Experience in coordination with various departments: Sales, Logistics, Operations, and Finance.
- Excellent organizational, communication, analytical, priority management, and problem-solving skills.
- Strong customer focus and sense of customer satisfaction.
- Good understanding of financial processes related to customer management.
- Fluent professional English, both written and spoken, is mandatory.
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