Customer Service Officer | Casablanca (Morocco)

Company culture :

Kitea is characterized by a corporate culture centered on collaboration, where teamwork, trust and strong human relationships play an essential role. The company promotes close leadership that supports employee engagement, accountability and development. This collaborative foundation is strengthened by an openness to innovation, encouraging agility, creativity and adaptation to market changes. It also relies on a structured organization and a performance-oriented mindset, ensuring efficiency, reliability and a focus on results.

Job :

You will join a leading company in the furniture and decoration sector. As a Customer Service Officer, your role will be to ensure customer satisfaction by handling and following up on complaints until they are resolved.

Your main tasks will be:

Receive and process customer requests and complaints.
Follow up on customer service cases until they are closed.
Coordinate with internal teams (logistics, stores, suppliers, and sales department) to provide appropriate solutions.
Regularly inform customers about the progress of their requests.
Manage returns, exchanges, repairs, and disputes.
Ensure that processing times are met and the quality of service is maintained.
Update tracking tools and prepare customer service reports.
Participate in the continuous improvement of processes and customer experience.

Required profile :

Bachelor's degree (Bac+3) to Master's degree (Bac+5) in Commerce, Management, Customer Relations, or equivalent.
Minimum 2 to 5 years of experience in a similar role in customer service, customer relations, or complaint management.
Experience in the retail, furniture, distribution, or home equipment sector is highly appreciated.
Excellent communication and customer relationship management skills.
Listening skills, empathy, and customer satisfaction orientation.
Ability to handle difficult situations and resolve problems effectively.
Organization, rigor, autonomy, and team spirit.