Customer Experience Agent

Yassir

We are looking for a Customer Experience Agent

The Level 1 Customer Experience Agent's role is to provide initial customer support by delivering quality service, responding to inquiries, and resolving issues efficiently.

Missions

• Responding to customer requests via different channels (phone, email, chat, social networks).
• To provide accurate and detailed information on products and services.
• Resolve common customer problems by following established procedures.
• Escalate complex requests to higher levels if necessary.
• Follow up on customer requests to ensure their satisfaction.
• Participate in training and updates on the company's products and processes.
• Comply with the quality and productivity standards defined by the company.

Comp tences

Awareness

• CRM tools and customer interaction management.
• Customer service processes and communication techniques.
• Company products and services.

Aptitudes

• Excellent oral and written communication skills.
• Active listening and empathy.
• Ability to solve problems quickly and efficiently.
• Managing stress and difficult situations.

Attitudes

• Customer focus and a strong sense of service.
• Patience and professionalism.
• Team spirit and collaboration.

Performance indicators

• First contact resolution rate.
• Average processing time for requests.
• Satisfaction client (CSAT).
• Respect the procedures and quality standards.

Mobility Areas

• Level 2 Customer Experience Agent.

Academic background

• Bac+2/3: DUT, BTS or Licence in customer relations, commerce, communication, or foreign languages.

Experience required

• 0 2 years of experience in customer service.
• Excellent communication and customer request management skills.
• Familiarity with CRM tools and online chat.