Bilingual (fr/en) backoffice Advisors

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). 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 horaire24H/24Salaire Net + primesDepending on level of experience, in accordance with the salary grid. Rejoignez Cnexia et faites le choix de faire partie d'un projet qui valorise l'innovation, promeut le developpement continu des competences et donne l'opportunite aux personnes creatives et ambitieuses du domaine des hautes technologies de realiser leurs objectifs professionnels. Fiers de notre statut de filiale Marocaine exclusive de l'operateur telecom historique du Canada, nous n'avons cesse d'elargir nos equipes depuis 2021 avec plus de 1300 employes principalement bases a Fes. Nous venons d'etendre nos activites dans la partie nord du royaume en inaugurant un nouveau site a Rabat afin d'y poursuivre notre croissance avec comme objectif de plus que doubler nos effectifs a l'horizon 2024. A Cnexia nous faisons plus que supporter ...