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Y Strategie

Customer Experience Executive

Casablanca

CDI / Temps pleinHybrideAnglaisService client / SAVCabinet de recrutement

L’essentiel du poste

Résumé par Postule AI

Customer Experience Executive role at Y STRATEGIE in Casablanca, Morocco. This mixed work mode position combines customer service excellence with sales development. Responsibilities include managing incoming calls, processing orders via CRM/EDI systems, handling customer inquiries through multiple channels (phone, email, live chat), resolving complaints, and driving sales through upselling and cross-selling. The role requires strong communication skills, CRM proficiency, and a customer-centric approach while meeting strict SLAs and KPIs for response time and satisfaction.

Vos missions

  • Answer incoming calls and manage live chat communications while adhering to SLAs and KPIs
  • Input and process orders from multiple channels (email, fax, website, EDI) onto the CRM system
  • Handle, investigate and resolve customer complaints and incidents in a timely manner
  • Drive sales through upselling and cross-selling to existing customers
  • Manage HubSpot sales inbox and support Sales Team with administrative tasks
  • Process credit notes, invoices, and manage seasonal pre-orders

Profil recherché

  • You excel at customer interactions and enjoy going the extra mile to satisfy customers
  • You are comfortable with sales-oriented customer service and upselling opportunities
  • You have strong organizational skills and can manage multiple tasks and channels efficiently
  • You are detail-oriented and comfortable working with CRM systems and order processing
  • You thrive in a fast-paced environment with clear performance metrics and KPIs

Généré automatiquement à partir de l’offre. Postule AI peut se tromper : vérifiez auprès de l’employeur.

Performance Objectives

Maintain an excellent standard of customer service, always going the extra mile to engage customers. Drive sales by upselling and cross-selling to customers while supporting the Sales Team with administration work to grow existing accounts.

Key Performance Indicators (KPIs)

  • Response Time
  • Customer Satisfaction

Role, Responsibilities and Duties

  • Answer incoming calls, adhering to SLAs and KPIs
  • Manage shared responsibility for sales inbox via HubSpot system
  • Input and process orders from email, fax, website and EDI onto the CRM, confirming with customers while adhering to SLAs and KPIs
  • Process credit notes and invoices on the CRM and EDI systems
  • Release orders for the Warehouse Team at regular intervals
  • Handle, investigate and resolve customer complaints or major incidents in a timely manner, escalating when necessary
  • Manage seasonal pre-orders and set up new customer accounts
  • Liaise with customers on live chat, adhering to SLAs and KPIs
  • Follow through on delivery exceptions and notify customers as required
  • Drive sales by upselling and cross-selling to customers where possible
  • Regularly contact assigned customers by telephone and email to drive sales
  • Support the Sales Team with various administration tasks

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