وكيل مستشار هاتف

Main mission: Responsible for handling customer calls and/or interactions, responding to information requests, assisting customers with their requests, and contributing to their satisfaction, while adhering to procedures, scripts, service levels, and quality objectives defined by the company. Serving as a direct point of contact between the company and its customers, thereby contributing to the company's image, service quality, and customer loyalty.

Main responsibilities: Customer relationship management: Greet customers courteously and professionally. Clearly identify customer requests and needs. Provide reliable and appropriate information. Respond to requests and complaints in accordance with procedures. Direct customers to the appropriate department when necessary. Ensure effective handling of difficult or conflictual situations. Ensure customer satisfaction.

Call Handling: Handle incoming calls according to procedures. Make outbound calls for sales campaigns, surveys, follow-ups, or customer loyalty initiatives. Follow provided scripts and talking points. Accurately qualify calls and inquiries. Meet communication duration and quality objectives.

Data entry and management: Accurately record customer interaction information in the CRM system. Update customer records. Document call reasons and actions taken. Ensure traceability of each interaction. Comply with confidentiality and data protection rules.

Complaint management: actively listen to the customer. Identify the nature and priority level of the complaint. Provide a first-level response when possible. Escalate cases requiring intervention from another department. Follow up on requests according to established procedures.

Daily Activities: The telephone advisor is notably responsible for: Logging into the Contact Center platform at the start of their shift. Verifying information and operational instructions. Handling assigned interactions. Identifying and qualifying requests. Providing an appropriate response or solution. Recording the interaction in the CRM. Following scripts and procedures. Transferring or escalating requests requiring specialized processing. Participating in briefings and team meetings. Respecting working hours, breaks, and internal rules. Participating in training and continuous improvement activities.

Required Skills: Technical Skills: Proficient in computer tools. Experience using CRM software. Proficient in telephony/IP contact center tools. Ability to perform quick searches in knowledge bases. Good computer data entry skills. Ability to strictly adhere to procedures. Interpersonal Skills: Excellent oral communication skills. Active listening. Empathy and patience. Self-control. Customer service orientation. Ability to manage conflict situations. Team spirit. Punctuality and discipline.

Functional Relationships Internal Relationships: Supervisor / Team Leader Contact Center Manager Quality Department Sales Department Technical Department Complaints Department IT Department Administration / HR External Relationships: Clients Prospects Partners Users of company services Professional Obligations The telephone advisor is required to: Respect work procedures and instructions. Respect working hours and the established schedule. Preserve the confidentiality of client information. Not disclose any confidential information. Use the equipment provided correctly. Respect IT security rules. Adopt a professional attitude with clients and colleagues. Immediately report any technical or operational anomaly. Participate in training and quality improvement initiatives.

Desired Candidate Profile

Profile Sought:

Education: University level, Bachelor's degree in organizational communication, Bachelor's degree in communication, Bachelor's degree in foreign language, or equivalent qualification.

Experience: Customer service experience is desirable

Computer skills: Good command of computer tools

Languages: Arabic, French, and English

Communication: Very good oral expression

Availability: Operating hours

Personal qualities: Dynamism, patience, attentiveness, rigor, and a strong sense of service