E-commerce Customer Relations Expert - Casablanca

Company :

KITEA Group a leader in furniture and decoration in Morocco for over 30 years, we operate throughout Morocco through the largest network of own stores. Our commitment to quality, innovation, and excellent customer service is constant. Our products, combining modern design, proven durability, and competitive pricing, are designed to meet all preferences and needs. At KITEA, we stay updated with changes, anticipate, and constantly adapt to the needs of our various markets. By combining our iconic brands KITEA and KITEA KITCHEN with our exclusive international partnerships ROCHE BOBOIS, ASHLEY HomeStore, and CASA Shop, our ambitions are clear. Through the strength of our brands, we are expanding beyond our borders and aim to become the #1 reference player on the African continent.

Our recent achievements:

In November 2023, we unveiled our new state-of-the-art store covering over 10,000 m² in our Viva Park center in Casablanca, with an investment of over 270 million dirhams. In April 2023, it was the turn of KITEA Géant Agadir to open its doors in our shopping center, covering over 42,000 m² of commercial space. The new generation of KITEA Géant? Nothing less than the largest furniture stores in Morocco. With many stores already to our name, we plan to unveil more openings in 2024 in Casablanca, Kénitra, Laayoune, and Tétouan. We have also expanded our international presence with openings in Kenya in 2022 and Ghana in 2023. We also have the largest logistics center in Morocco to support our growth, and in the same vein, our headquarters has doubled in size (from 1,000 m² to 2,000 m²).

The talents we are looking for:

We are expanding our family by recruiting talents who share our values: Passion, Leadership, Innovation, Integrity, and Transparency. If you identify with these values and have great ambitions, join us. We are looking for candidates for our Purchasing, Marketing, and E-Commerce teams, as well as for all our support functions and of course in our stores, at all experience levels.

Why join us:

We are not just a company, we are a certified "Best Place to Work" organization. Well-being at work is at the heart of our priorities, and we are committed to maintaining our high standards. We value your skills, experience, and mindset. Our culture is based on diversity, inclusion, open communication, and transparency. At KITEA, we invest in our employees and provide a supportive environment to develop your ideas, in a spirit of trust, respect, and teamwork. Our goal: to attract and retain the best talent.

Company culture :

Kitea is characterized by a corporate culture centered on collaboration, where teamwork, trust and strong human relationships play an essential role. The company promotes close leadership that supports employee engagement, accountability and development. This collaborative foundation is strengthened by an openness to innovation, encouraging agility, creativity and adaptation to market changes. It also relies on a structured organization and a performance-oriented mindset, ensuring efficiency, reliability and a focus on results.

Job :

Reporting to the E-Commerce Department, you will be responsible for ensuring an excellent customer experience. You will contribute to the continuous improvement of customer satisfaction and actively participate in optimizing customer relations processes.

Main responsibilities: 

• Ensure rigorous follow-up of complaints, returns, refunds, and after-sales service requests.
• Coordinate with logistics, sales, and e-commerce teams to ensure quick resolution of issues.
• Analyze customer feedback and identify areas for improvement in the customer experience.
• Track performance indicators (customer satisfaction, processing time, resolution rate, NPS, etc.).
• Participate in the implementation and improvement of customer relationship management procedures.
• Ensure compliance with service quality standards and the company's brand image.
   

Required profile :

Profile sought
Bachelor's degree to Master's degree (Bac+3 to Bac+5) in Commerce, Management, Marketing, or equivalent.
2 to 5 years of experience in customer relations, customer service, or e-commerce.
Excellent oral and written communication skills.
Strong customer service orientation and focus on customer satisfaction.
Good command of CRM tools and e-commerce platforms.
Analytical skills, rigor, and problem-solving spirit.
Proficiency in French 

Head office address :

Desired personality traits :

Will to persuade Rationalism Involvement at work Improvisation