Customer Service Agent – English (Casablanca, Morocco)

Job description

As a global outsourcing player, IO Solutions have been combining leadership, people and processes for over 15 years to provide clients worldwide with tailored service and expertise that meets international standards. The group offers a global and multi-sectoral offering based on 4 solution areas: Telecommunications, Retail, Utilities and Financial Services. Founded in 2007, we are a Canadian leader in customer experience outsourcing. IO Solutions Contact Center currently has over 1,500 employees in 6 operating centers and a newly added customer support office in Casablanca, Morocco.

If you are interested in technology and enjoy talking to customers over the phone or via online chat, we would like to meet you and work with you in Morocco! We offer a dynamic workplace, flexible work hours, generous compensation and rewards.

The Customer Service Agent is responsible for supporting customers via phone, live chat, and email with their inquiries. Types of customer inquiries may include, but will not be limited to, assistance with order placement and delivery concerns, account modifications, product/service information, and website assistance. The ideal candidate must have strong communication skills and is committed to delivering a best-in-class customer service experience.

 

WHAT WE OFFER

  • Full-time paid training
  • A dynamic and welcoming work environment
  • Stimulating incentive premiums and motivating recognition initiatives
  • Job stability; permanent position
  • A real opportunity to build a rewarding career through our Advancement Program; 95% of our management team members started at IO Solutions as telephone representatives. Today, they hold positions as trainers, supervisors, managers in the call center as well as in the IT, finance, communications and human resources departments.

Responsibilities

  • Provide support to our customers and investigate their concerns using various tools and applications.
  • Present customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction as well as balancing the impacts to the business
  • Demonstrate genuine empathy when communicating, deescalating customer concerns with skill to turn their experience into a positive one
  • Effectively ask probing questions where needed to fully understand the customer’s needs
  • Find appropriate and thoughtful resolutions for customers’ problems, based on their unique situation and story
  • Communicate solutions confidently via phone, live chat, and email and clearly articulate the solution to the customer to address their situation
  • Escalate issues, bugs and concerns to the appropriate internal channels
  • Perform related admin tasks with efficiency, accuracy and high quality
  • Hold self-accountable to providing service excellence and adding joy to all customers
  • Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
  • Challenge the status quo by consistently identifying areas for improvement
  • Collaborate with others to drive flexible and iterative solutions, quickly and easily
  • Model Indigo’s beliefs and convey a positive image in everything you do
  • Celebrate diversity of thought and have an open mindset

Qualifications

  • Secondary School Diploma (Baccalaureat)
  • Bilingualism (French/English) an asset
  • 2+ years Customer Service Experience
  • Call Centre experience an asset
  • Flexible, open schedule required, including weekends
  • Excellent communication skills, both verbal and written
  • Comfortable working in a high-volume task environment with individual productivity goals
  • Comfortable in a digital environment and navigating multiple systems and technologies
  • Motivated and optimistic
  • Able to handle stressful situations involving customer escalations
  • Works well independently with minimal supervision
  • Detail oriented, with an emphasis on accuracy and quality

Benefits

  • Competitive salary plus stability of employment
  • Various incentives, activities and events
  • Dynamic and challenging work environment
  • Career Advancement program
Type of position
  • Permanent
  • Full time
Languages Required
  • English
Location
  • Casablanca, Morocco
Department Group
  • Customer Service
Salary

To be discussed

Starting date

As soon as possible