وكيل خدمة العملاء | سلا (المغرب)

Job description

Company culture :

HCLTech operates within a predominantly competitive and performance-driven culture, where ambition, challenge, and the achievement of measurable goals are central to success. The company promotes self-improvement, competitiveness, and a strong customer focus, with a clear emphasis on results and market positioning. This performance-driven environment is strongly supported by a robust innovation dimension, encouraging initiative, experimentation, and agility. It is further complemented by a collaborative culture focused on people development and teamwork, while structured processes play a more secondary role.

Job :

Join our dynamic team as a Customer Care Agent in the Order to Cash department. Your main mission will be to actively contribute to customer receivables activities, ensuring the efficiency and quality of key processes such as contract setup, correct customer identification, accurate billing, as well as dispute management and customer service.

Your role will involve optimizing the management of customer financial flows. This will include ensuring accurate customer identification and flawless billing, while proactively managing disputes. Your contribution will be essential to ensure a smooth and satisfactory customer experience, directly impacting the overall performance of the Order to Cash process.

• Manage the resolution of customer and partner requests received by email, through the ticketing system, and other dedicated platforms, following internal procedures.
• Interact professionally in delicate situations to provide satisfactory solutions and make our clients and partners feel valued.
• Ensure complete coverage of assigned tickets using various communication methods (email, ticketing system, outgoing/incoming calls).
• Manage accounts on an ongoing basis, analyze incoming requests, and apply a strategy to handle each request according to its importance, priority, and SLAs (Service Level Agreements).
• Ensure follow-up of requests in the relevant systems.
• Make sure all necessary approvals, according to the established approval matrix, are obtained before any cancellation of a billing item in the ERP systems.
• Ensure that all contract changes or account statement updates are properly documented and executed in the ERP systems, in accordance with established processes.
• Provide feedback to customers/partners regarding all requests received.
• If applicable, initiate refund requests upon customer request or after dispute resolution, following the established process and internal controls.
• Perform all ad hoc activities related to requests accurately and promptly.
• Verify partner compliance with portal functionalities when available.

Required profile :

Ideally, you have a degree in economics, which will be a plus

At least 4 years of experience in a similar role is expected. This experience has allowed you to develop a thorough understanding of Order to Cash processes and customer relationship management.

• Mastery of French and good knowledge of English are essential for effective internal and external communication.
• Strong computer skills, especially with the MS Office suite and a customized ERP system. Ability to work with multiple tools and systems simultaneously.
• Autonomy in improving your language skills if necessary.
• Ability to work independently and proactively, without constant supervision.
• Resilience under pressure and rapid adaptability to new professional requirements.
• Analytical skills and attention to detail.
• Ability to collaborate effectively with colleagues, including in managing complex cases and catching up on backlogs.
• Demonstrate a professional approach when managing conflict situations, offering solutions that satisfy the customer while making them feel valued.
• Strong organizational skills for task management and prioritization.
• Rigorous compliance with internal controls, quality, security, and organizational policies.
• Active contribution to process optimization and improvement initiatives.
• Adherence to the company's and clients' behavioral and ethical guidelines.