Call Center Agents (M/F) - Rabat

Company :

Created in 2003, under the supervision of the Ministry of Agriculture and Maritime Fisheries, the Royal Society for the Encouragement of the Horse (SOREC) has for its main missions the supervision of breeding, the development of horse racing and the management of horse games in Morocco.

By virtue of its mission, SOREC ensures the supervision of racing companies, supports breeding programs as a partner of breeders' associations and ensures the improvement of national equestrian infrastructure.      

In addition, SOREC is engaged in a policy aimed at improving the competitiveness of Moroccan breeding and revitalizing the horse market.

SOREC covers the entire country with 5 stud farms, 43 breeding stations and 11 equine breeding promotion centers in addition to numerous collaborations with the main equine associations of the kingdom.

Company culture :

Sorec is characterized by a strongly collaborative culture, where people, trust and employee well-being are central to the organization’s way of working. The company promotes high-quality working relationships, team cohesion and a close, supportive leadership style. This collaborative foundation is complemented by a moderate innovation focus, fostering initiative and openness to new ideas. A structured organizational framework supports operational efficiency, while competitive performance plays a more limited role.

Job :

Reporting to the Customer Relations & Satisfaction Manager, you will be responsible for handling requests at the customer service level, respecting the company's quality standards and procedures, in order to ensure customer satisfaction.

As such, your main activities will be:

Analysis and handling of requests and complaints
- Analyze requests and complaints from customers and prospects
- Apply the quality standards defined by the company in terms of procedures, tools and scripts
- Ensure rigorous follow-up of requests for their satisfactory resolution
Answering questions and guiding customers
- Stay informed of company news to answer all customer questions precisely and completely
- Direct customers to appropriate departments, if necessary
Customer satisfaction and loyalty
- Build a relationship of trust with customers through active listening
- Provide information tailored to customer needs and offer them personalized advice
- Implement actions to satisfy customers and encourage their loyalty
Use of available resources
- Actively participate in all assigned operations, making optimal use of the resources provided to achieve the set objectives

Required profile :

As a potential candidate:

• You have a Bac +2 degree in Economics/Management/Communication or equivalent, with a minimum of 2 years of experience in a similar role.
• Possess good interpersonal and commercial skills;
• You have a strong command of sales techniques and customer relationship management;
• You have a perfect command of Excel;
• You master the Telephony-Computer Coupling system;
• You have a great sense of collaboration, commitment, and empathy.

Head office address :

Desired personality traits :

Flexibility Emotional distance Extraversion Conventional