Bilingual (fr/en) backoffice Advisors

About the Role

As an E-Chat Care Advisor, you will interact with customers via online chat to provide support, guidance, and troubleshooting for our telecom services including mobile, TV, internet, and box offerings. Your mission is to deliver a high-quality digital customer experience while resolving issues efficiently and ensuring customer satisfaction and loyalty.

Key Responsibilities

• Engage with customers through live chat to answer questions related to their services, accounts, 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
• Update customer information and accurately record all interactions in the CRM system
• Collaborate with technical, billing, and back-office teams when needed to ensure seamless resolution
• Meet care quality, resolution, and customer satisfaction targets set by the company

Required Qualifications

• Fluent in written and spoken English and French
• Excellent written communication skills (clarity, grammar, and speed)
• High school diploma or associate degree in Business, Communication, or equivalent field
• Experience in sales, customer service, or online chat support, preferably in a telecom or call center environment

Key Skills & Attributes

• 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

Benefits & Compensation

• Hourly rate with paid training from the first month
• Open-ended employment contract
• Social security coverage
• Attractive attendance bonus
• Private health care coverage with competitive rates

Location

Rabat, Morocco