Customer Service Officer - Casablanca

Company :

KITEA Group a leading player in the furniture and decoration sector in Morocco for over 30 years, we operate throughout the Moroccan territory through the largest network of owned stores. Our dedication to quality, innovation, and excellence in customer service is constant. Our products, combining avant-garde design, proven durability, and competitive pricing, are designed to meet all preferences and needs. At KITEA, we are constantly aware of changes, we anticipate and constantly adapt to the needs of our various markets. By combining our iconic brands KITEA and KITEA KITCHEN with our exclusive international partnerships ROCHE BOBOIS, ASHLEY HomeStore, and CASA Shop, our ambitions are clear. Through the strength of our brands, we are expanding beyond our borders and aim to become the number 1 reference player on the African continent.

Our recent achievements:

In November 2023, we unveiled our new generation store of over 10,000 m² in our Viva Park center in Casablanca, with an investment of over 270 million dirhams. In April 2023, it was the turn of KITEA Giant Agadir to open its doors in our shopping center, covering over 42,000 m² of commercial space. The new generation of KITEA Giant? Nothing less than the largest furniture stores in Morocco. With a multitude of stores already to our credit, we plan to unveil other openings in 2024 in Casablanca, Kenitra, Laayoune, and Tetouan. We have also expanded our international presence with an establishment in Kenya in 2022 and in Ghana in 2023. We also have the largest logistics center in Morocco to support our growth and, in the same vein, our headquarters has doubled in size (from 1,000 m² to 2,000 m²).

The talents we are looking for:

We are expanding our family by recruiting talents who share our values: Passion, Leadership, Innovation, Integrity, and Transparency. If you recognize yourself in these values and have boundless ambitions, join us. We are looking for profiles for our Purchasing, Marketing, E-Commerce teams, as well as for all our support functions and of course in our stores, at all levels of experience.

Why join us:

We are not just a company, we are a certified "Best Place to Work" organization. Well-being at work is at the heart of our priorities and we are committed to maintaining our high standards. We value your skills, your experience, and your mindset. Our culture is based on diversity, inclusion, open communication, and transparency. At KITEA, we invest in our employees and offer a supportive environment to develop your ideas, in a spirit of trust, respect, and teamwork. Our goal: to attract and retain the best talents.

Company culture :

Kitea is characterized by a corporate culture centered on collaboration, where teamwork, trust and strong human relationships play an essential role. The company promotes close leadership that supports employee engagement, accountability and development. This collaborative foundation is strengthened by an openness to innovation, encouraging agility, creativity and adaptation to market changes. It also relies on a structured organization and a performance-oriented mindset, ensuring efficiency, reliability and a focus on results.

Job :

You will join a leading company in the furniture and decoration sector. As a Customer Service Officer, your role will be to ensure customer satisfaction by handling and following up on complaints until they are resolved.

Your main tasks will be:

Receive and process customer requests and complaints.
Follow up on customer service cases until they are closed.
Coordinate with internal teams (logistics, stores, suppliers, and sales department) to provide appropriate solutions.
Regularly inform customers about the progress of their requests.
Manage returns, exchanges, repairs, and disputes.
Ensure that processing times are met and the quality of service is maintained.
Update tracking tools and prepare customer service reports.
Participate in the continuous improvement of processes and customer experience.

Required profile :

Bachelor's degree (Bac+3) to Master's degree (Bac+5) in Commerce, Management, Customer Relations, or equivalent.
Minimum 2 to 5 years of experience in a similar role in customer service, customer relations, or complaint management.
Experience in the retail, furniture, distribution, or home equipment sector is highly appreciated.
Excellent communication and customer relationship management skills.
Listening skills, empathy, and customer satisfaction orientation.
Ability to handle difficult situations and resolve problems effectively.
Organization, rigor, autonomy, and team spirit.

Head office address :

Desired personality traits :

Will to persuade Rationalism Involvement at work Improvisation