Middle Eastern Customer Care Agents - RABAT

Entreprise :

Sitel Group est leader mondial des services intégrés au cœur de l’Expérience Client. Nous sommes présents dans 29 pays, avec 80 000 Collaborateurs parlant 50 langues, nous accompagnons chaque jour plus de 400 partenaires dans le monde.

L’ADN de Sitel Group repose sur notre crédo « Create Connexion. Value Conversation », sur l’innovation permanente et le développement de nouvelles solutions visant à transformer la Relation Client en expérience véritablement personnalisée pour le client. Nous avons à cœur d’aider les marques à fidéliser leurs clients et à toujours augmenter leur satisfaction. Nous conservons et déployons des solutions adaptées à chacun de nos clients et permettant une gestion de bout en bout de l’Expérience Client.

En Afrique, nous comptons 8000 collaborateurs répartis sur Casablanca, Rabat, Fès, Abidjan et Dakar.

Notre performance opérationnelle repose sur la culture du « People First » portée par nos équipes à tous les niveaux de l’entreprise.

Cette devise se traduit quotidiennement à travers nos 4 valeurs :

Be Bold, Build Trust , Work Together , Wow Customers.

Poste :

As a Customer Care Agent for a big bouquet of television, you will have to answer calls and emails with the main objective of providing excellent service in all situations (questions, complaints, requests for advice and support; technical support request level 1)
As customer service is the lifeblood of the company, you will play a vital role in promoting the brand and its image through effective patient care and satisfaction.
Among your attributes:
- Responding to a wide variety of customer cases via phone and email
- Listening carefully to customer requests and demonstrating understanding
- Opting for the best route (appeal process) to handle the customer case
- Remain professional and calm in all situations
- Record and document customer cases in the appropriate tool
- Demonstrate an attitude that reflects the best possible image of the company

Profil recherché :

Required Profile :

- High level of interpersonal communication skills
- Fluency in KHALIJI DIALECT in a formal speaking and writing situation
- Fluency in English in a formal speaking and writing situation
- Proven customer service experience in a call center environment, preferably in a project with a strong focus on customer satisfaction
- Mastery of customer relationship management (CRM) techniques
- Good interpersonal skills
- Calm and self-control
- Ability to demonstrate a high level of empathy and understanding of the caller's speech and needs
- Develop autonomy to make decisions in the face of different customer cases following a complete product training (product & process)
- Verbal intelligence combined with an analytical capacity allowing an immediate understanding of the situation followed by action

Benefits:

In addition to a permanent contract (CDI), social security, private health insurance, and provided transportation for closing hours, Sitel offers:

Certification training
A welcome bonus;
A productivity bonus;
Private health insurance
 

As with all positions in our company, this position is open to people with disabilities or reduced mobility.

In order to complete your application and pass your access test, please click on the following link and follow the instructions that will appear on your screen:

https://my.harver.com/app/landing/60832b38c01d360011e4882d/login?utm_source=Jobs_Sitel&utm_campaign=Webv

Adresse de notre siège :

Traits de personnalité souhaités :

Implication au travail Flexibilité Conventionnel Improvisation Rationalisme Distance émotionnelle Volonté de persuasion Extraversion