Job Title: Customer Support Coordinator

Localisation : Casablanca

Department: Customer Support Service (Casablanca & France)

Reporting line: Casablanca Manager

Job Description

Reporting to the Casablanca Manager, the employee will be part of the Customer Support team for Casablanca and France. In this role, they will be primarily responsible for dispatching incoming requests received by phone (in case of high call volume), email, and via the Customer Portal. Following their onboarding, the employee will receive training on internal software to successfully carry out the tasks described below. The position offers opportunities for growth, and responsibilities may expand based on the candidate's professional development.

Main missions

• Ensure the dispatch of incoming requests (telephone, emails, Customer Portal).
• R to receive calls when all technicians are online.
• Create troubleshooting tickets and assign them to the relevant technicians.
• Create and assign CANECO & SEE troubleshooting tickets from requests received via: the Technical Support email box, the Customer Portal, the sales team.
• Follow up on unclosed tickets.
• Prepare a monthly report on the progress of ticket closure for the Customer Support Manager France.
• Follow up on feedback from satisfaction surveys and create follow-up tickets for dissatisfied customers.
• Update tools and databases: customer ticket management software, CRM, knowledge base and technical solutions.

Training and evolution

• Initial training on internal tools and software.
• Progressive development of technical and operational skills.
• evolution of missions based on performance and service needs.

Desired Candidate Profile

• Fluency in French and English (written and spoken) is essential.
• Good organizational and prioritization skills
• Excellent communication skills
• Customer service orientation
• Ability to work in a dynamic environment
• Experience with CRM or ticketing tools is a plus