Job Title: Customer Service Representative

Location: Tetouan, Morocco

Job Type: Hybrid (Flexible)

Position Type: Full-Time, 37.5 hours per week

Compensation: up to 9700 MAD per month based on experience

Starting Date: end of October, 2024

Are you passionate about customer service? Are you skilled at communication, with a talent for making sure every caller hangs up feeling satisfied and heard?

If so, we have an exciting opportunity for you!

We are looking for enthusiastic individuals to join our growing team in Tetouan, Morocco as Customer Service Representatives. In this role, you’ll be the friendly voice representing our clients, handling customer inquiries, resolving issues, and ensuring every call and interaction ends on a positive note.

If you thrive in a dynamic environment, enjoy solving problems, and take pride in delivering excellent customer service, we want to hear from you!

About Us:

alaouico is a growing provider of outsourced contact centre services, offering tailored solutions to help businesses streamline their customer interactions. We are urgently looking to expand our team and are hiring Customer Service Representatives in Tetouan.

Job Overview:

As a Customer Service Representative, you will be responsible for handling inbound and outbound customer inquiries and conducting verification calls. You’ll play a key role in ensuring smooth communication and delivering excellent service to our clients.

Key Responsibilities:

• Deliver exceptional customer service through various communication channels.
• Address customer inquiries with prompt and effective follow-up.
• Accurately document customer interactions and related tasks.
• Provide timely updates to customers and internal departments regarding service and access requests.
• Assist with data entry for reports and spreadsheets, ensuring precision.
• Support onboarding and training for new team members.
• Meet and exceed KPIs, objectives, and customer satisfaction goals.
• Professionally represent the organisation while adhering to high ethical standards.
• Adhere to quality assurance and customer service guidelines, including training protocols.
• Be flexible to work occasional overtime during busy periods.
• Actively contribute to continuous improvement and sustainability efforts.
• Foster positive working relationships across various departments.

Qualifications:

• Prior experience in customer service is preferred.
• Fluent in written and spoken English, with a strong vocabulary and clear communication skills (accents are welcome as long as speech is easily understood).
• Proficient in CRM systems and the Microsoft Office Suite.
• Flexible and available for immediate relocation to Tetouan, or currently residing there.
• Outstanding communication skills, demonstrating patience and empathy in client interactions.
• Strong time management skills, able to handle high call volumes while maintaining service quality.
• Excellent problem-solving abilities with a sharp attention to detail and high multitasking skills.
• Strong knowledge retention and quick recall of information to address customer inquiries efficiently.
• Ability to collaborate effectively in a team environment and adapt to changing demands.
• Minimum qualification: GCSE English, Functional Skills English Level 2, or equivalent.

What We Offer:

• Competitive salary of up to 9700 MAD per month (based on experience).
• Get paid weekly.
• Opportunity to be part of a growing company with room for career progression.
• Employee-centric culture and friendly work environment.
• Performance bonuses.

How to Apply:

If you believe you're a great fit for this role, we'd love to hear from you! To apply, please send your CV and cover letter to [Click to show email] at your earliest convenience. We're hiring urgently and look forward to welcoming new team members soon.