Customer Service Specialist
Thorntons
Casablanca, CAS, MA
il y a 3j
  • Manages the creation of sales orders and promotional conditions in system
  • Contributes in process and system improvement for better service level
  • Acts as a liaison between customers and management in order to enhance the overall customer experience.
  • Analyzes complaints from customers and provides adequate resolutions.
  • Tracks proposed resolutions and follows up with customers in a timely fashion.
  • Prepares documents and reports for future reference.
  • Trains peers in good customer service.
  • Develops and maintains vast knowledge of the products and services being offered.
  • Communicate customer feedback to various teams including technical and marketing departments in order to improve the overall customer experience
  • KPISs and PERFORMANCE Case fill rate%Outbound OTIF %
  • Who we are looking for :

  • Possesses the ability to communicate effectively in person, over the phone and via text.
  • Has strong leadership skills and the ability to work with others to resolve customer complaints
  • Exhibits self-motivation, the ability to multitask and pay close attention to small details.
  • Can think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
  • Exhibits the ability to prioritize tasks and complete them in a high-pressure environment.
  • Displays the ability to work in a collaborative and team oriented environment
  • 4 to 6 years of relevant experience in Customer Services management
  • Preferred experience in the FMCG industry
  • Bachelor’s degree or equivalent educational degree
  • Logistic planning techniques and stock management
  • SAP proficiency SD module mainly
  • Good communication and analytical skills
  • English and French fluency is a must have
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