Customer Service Representative – Multilingual (Casablanca)

About the role

We are looking for a multilingual Customer Service Representative to join our Casablanca office. You will act as the main point of contact for travelers and travel partners, handling booking questions, changes, complaints and time‑sensitive issues across phone, email and ticketing channels.

Key responsibilities

• Respond to customer and partner enquiries via phone, email and ticketing systems.
• Listen carefully, diagnose issues and provide accurate information.
• Investigate booking‑related concerns, complaints and disputes.
• Coordinate with hotels, partners and internal teams to find solutions.
• Keep customers informed while cases are under investigation and maintain clear records of every interaction.
• Escalate complex cases while retaining ownership of the customer experience.
• Share recurring issues and improvement ideas with the team.

Required profile

• 1–2 years of experience in customer service or a similar client‑facing role.
• Fluent in French, Arabic and English, with strong written and verbal communication.
• Calm under pressure, empathetic and professional when handling complaints.
• Strong problem‑solving and analytical abilities.
• Detail‑oriented, able to manage several priorities simultaneously.
• Willingness to work rotating day, night, weekend and public‑holiday shifts.
• Based in Casablanca and able to work from our office.

Required skills

• Experience with Zendesk or similar ticketing platforms (a plus).