Job description

Company culture :

Axa Services Maroc operates within a strongly collaborative culture, where people, trust, and high-quality professional relationships are central. The company promotes close and supportive management, encouraging accountability, development, and teamwork. This human-centered environment is reinforced by robust organizational practices that ensure reliability and operational efficiency. It is balanced by a performance-oriented mindset and a measured openness to innovation, supporting collective success.

Purpose of the role:

To support customers in emergency situations by organizing all assistance services in accordance with the rules
of the profession and customer relationship management.

Main Activities:

Customer Relationship Management:

Handle customer calls in emergency situations
Analyze assistance requests and verify customer guarantees
Propose the most suitable solutions for the customer's situation within contractual limits
Organize and implement the assistance service (field interventions, reservations, etc.)
Supervise assistance operations until the operational closure of the file
Alert management on sensitive cases
Generate commercial opportunities on incoming calls by offering customers additional products and guarantees that meet their needs or by directing them to our partner networks.
 

Processing of assistance invoices:

Analyze reimbursement requests and verify customer guarantees
Check the conformity of services to be reimbursed
Process customer invoice payments
EXPECTED FROM EXPERIENCED CEA:
Ability to tutor and coach
Ability to manage specific activities: testing new processes; piloting operational excellence initiatives
Participate in organizational or internal projects (continuous improvement projects)
Occasionally participate in working groups to address operational issues

Access Requirements:

Reference Education:

High school diploma or equivalent (Bac or Bac+2/3)

Technical/Functional Skills:

Proficiency in IT applications for the assistance department
Knowledge of assistance products and guarantees
Knowledge of office software and telephony solutions
Mastery of assistance procedures
Mastery of customer relationship management techniques
Mastery of location tools
Mechanical knowledge (optional)
Written and oral communication in French
Knowledge of French culture and geography
Knowledge of English

With higher education from Bac + 2 to Bac + 4, you:

- Have perfect command of the French language, both written and spoken.
- Master customer relationship management techniques and office software.
- Have a keen eye for detail and analytical skills.
- Have strong argumentation skills.
- Have a sense of responsibility and teamwork.

We thank all applicants, but we will only contact those selected for the pre-selection process.