Bilingual (fr/en) backoffice Advisors - Rabat
Secteur de l’entreprise : Centre d'appels
ENTREPRISE :
Culture de l'entreprise :
Cnexia s’inscrit dans une culture fortement orientée vers la performance et la compétition, où l’ambition, le goût du challenge et l’orientation client constituent des moteurs clés de réussite. Cette dynamique est complétée par une dimension de coopération, favorisant la confiance, la solidarité et un management de proximité attentif à l’accompagnement des équipes. Elle intègre également une composante d’innovation, encourageant l’initiative, l’adaptabilité et l’expérimentation. Enfin, une culture d’organisation structurée soutient l’ensemble par la rigueur des processus, la fiabilité et l’efficacité opérationnelle.
Poste :
As an E-Chat Care Advisor, you will interact with customers via online chat to provide support, guidance, and troubleshooting for the companys telecom services (mobile, TV, internet, and box).
Profil recherché :
Your mission is to deliver a high-quality digital customer experience,
-Resolve issues efficiently, and ensure customer satisfaction and loyalty.
-Engage with customers through live chat to answer questions related to their services, account, and technical concerns.
-Identify customer needs and provide clear, accurate, and personalized assistance to resolve inquiries in a timely manner.
-Guide customers through troubleshooting steps for mobile, TV, internet, and box services using simple and effective explanations.
-Handle customer complaints with professionalism and empathy, ensuring clear communication and appropriate follow-up.
-Ensure customer satisfaction by providing quick, caring, and high-quality support during each interaction.
-Update customer information and accurately record all interactions in the CRM system.
-Collaborate with technical, billing, and back-office teams when needed to ensure a seamless resolution process.
-Meet care quality, resolution, and customer satisfaction targets set by the company.
Profil Recherche
-Fluent in written and spoken English and French.
-Excellent written communication skills (clarity, grammar, and speed).
-Education: High school diploma or associate degree (Business, Communication, or equivalent).
-Experience: Experience in sales, customer service, or online chat support, preferably in a telecom or call center environment.
-Strong sales and negotiation abilities.
-Customer-focused and solution-oriented approach.
-Ability to multitask and manage several conversations simultaneously.
-Good computer literacy and knowledge of CRM or chat tools.
Avantages sociaux et autres
-An hourly rate paid training from the first month.
-An open-ended contract and Social security.
-A very enticing attendance bonus.
-Private free health care with a very competitive rate.
-Free door to door transportation for shift ends.
-Multiple other benefits (special events celebrations, Fun activities, Cnexia site life program,
Amplitude horaire
24H/24
Salaire Net + primes
Depending on level of experience, in accordance with the salary grid.
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