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Bilingual Customer Experience Agent (English/French)

  • Remote
    • Morocco, Tanger-Tétouan-Al Hoceïma, Morocco
  • Customer Success

-this is remote role from Morocco
-fluent English and French is a must

Job description

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking an Customer Experience Agent specialist to join one of our clients' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

Responsibilities:

  • Handle customer inquiries across phone, email, and chat in English and one additional language (French).

  • Assist customers with product information, order status, billing concerns, tracking, returns, exchanges, and general account support.

  • Investigate, troubleshoot, and resolve customer issues by identifying root causes and providing clear solutions.

  • Ensure accurate documentation of all customer interactions in CRM or support tools.

  • Stay updated on processes, policies, and product information to provide consistent and accurate support.

  • Meet performance expectations related to quality, responsiveness, and customer satisfaction.

Job requirements

  • Have 2-4 years of experience in customer service or any customer-facing support role.

  • Are fluent in English and French (spoken and written).

  • Have strong communication skills with the ability to explain solutions clearly and professionally.

  • Are customer-focused, empathetic, and solution-oriented.

  • Can handle multiple channels and tasks in a fast-paced environment.

  • Have experience using tools such as Zendesk, Salesforce, Shopify, or similar platforms (a plus, not required).

Technical Requirements:

  • Internet connection: High-speed internet required — minimum 20 Mbps or fiber connection.

  • Computer / laptop: Employees must use a genuine, supported business laptop with built-in hardware security and full-disk encryption enabled. Unsupported, modified, bypass-installed, rooted, or jailbroken operating systems are not permitted.
    - Windows: Windows 11 (preferably Windows 11 Pro), 2021 model or newer, with TPM 2.0 enabled and BitLocker / Windows Device Encryption turned on.
    - Mac: Apple MacBook / Mac, 2020 model or newer, preferably Apple Silicon M1 or newer, running a supported macOS version     with FileVault enabled.
    - RAM: Minimum 8 GB (16 GB preferred)

  • Noise-canceling headset

  • Power and internet backup required

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