Customer service agent

As a global outsourcing player, IO Solutions have been combining leadership, people and processes for over 15 years to provide clients worldwide with tailored service and expertise that meets international standards. The group offers a global and multi-sectoral offering based on 4 solution areas: Telecommunications, Retail, Utilities and Financial Services. Founded in 2007, we are a Canadian leader in customer experience outsourcing. The group currently has over 1,500 employees in 4 operating centers.



IO Solutions headquarters launches New Customer Support Office in Casablanca, Morocco



If you are interested in technology and enjoy talking to customers over the phone or via online chat, we would like to meet you and work with you in Morocco! We offer a dynamic workplace, flexible work hours, generous compensation and rewards.



Job Description:



The Online Customer Service Agent is responsible for supporting customers via phone, live chat, and email with their inquiries. Types of customer inquiries may include, but will not be limited to, assistance with order placement and delivery concerns, account modifications, product/service information, and website assistance. The ideal candidate must have strong communication skills and is committed to delivering a best-in-class customer service experience.



WHAT WE OFFER

Full-time paid training.
A dynamic and welcoming work environment
Stimulating incentive premiums and motivating recognition initiatives
Job stability; permanent position
A multicultural team that makes you feel challenged and appreciated
A real opportunity to build a rewarding career through our Advancement Program; 95% of our management team members started at IO Solutions as telephone representatives. Today, they hold positions as trainers, supervisors, managers in the call center as well as in the IT, finance, communications and human resources departments.

YOUR ROLE

Provide support to our customers and investigate their concerns using various tools and applications.
Present customer-focused solutions in both a timely and positive manner to address, influence, and resolve customer needs to their full satisfaction as well as balancing the impacts to the business
Demonstrate genuine empathy when communicating, deescalating customer concerns with skill to turn their experience into a positive one
Effectively ask probing questions where needed to fully understand the customer’s needs
Find appropriate and thoughtful resolutions for customers' problems, based on their unique situation and story
Communicate solutions confidently via phone, live chat, and email and clearly articulate the solution to the customer to address their situation
Escalate issues, bugs and concerns to the appropriate internal channels
Perform related admin tasks with efficiency, accuracy and high quality
Hold self-accountable to providing service excellence and adding joy to all customers
Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
Challenge the status quo by consistently identifying areas for improvement
Collaborate with others to drive flexible and iterative solutions, quickly and easily
Model Indigo’s beliefs and convey a positive image in everything you do
Celebrate diversity of thought and have an open mindset