Call Center Specialist

About the role

The Call Center Specialist will be the primary point of contact for customers of a leading global automotive manufacturer operating in Morocco. Working from the Casablanca office, you will handle inquiries, resolve service issues, and help ensure a seamless customer experience across multiple communication channels.

Key responsibilities

• Answer customer calls, emails and chat messages, providing accurate information and timely assistance.
• Record, track and resolve customer inquiries and complaints using the company CRM system.
• Maintain up‑to‑date customer records and ensure data quality.
• Coordinate with Sales, After‑sales and other internal teams to close open issues.
• Collect and analyse voice‑of‑customer feedback to identify improvement opportunities.
• Support the management of external call‑center/BPO providers and monitor service‑level KPIs.
• Prepare regular reports on customer service performance.

Required profile

• Previous experience in a call‑center, customer service, CRM or customer operations role.
• Experience in automotive, dealership or after‑sales environments is a plus.
• Strong communication skills in English; French and/or Arabic are advantageous.
• Problem‑solving attitude and ability to work collaboratively with internal and external teams.

Required skills

• Proficiency with CRM systems for ticket handling and data entry.