Keycafe

Bilingual Customer Service Representative (French/English) - SaaS/IoT Support, Remote

Maroc

950 – 1 100 € par moisCDI / Temps pleinTélétravail1–3 ansLicence / Bac+3Anglais, FrançaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

Keycafe seeks a bilingual (French/English) Customer Service Representative for remote work based in Morocco. You'll provide technical support for their SaaS/IoT SmartBox key management system, troubleshooting both software and hardware issues across multiple channels. The role requires 2+ years of customer service experience, strong problem-solving skills, and the ability to manage high-volume ticket queues. Compensation is EUR 950–1,100/month (60% base, 40% performance-based).

Vos missions

  • Provide bilingual support in English and French across phone, chat, and email channels
  • Troubleshoot software and hardware issues, escalating complex cases appropriately
  • Manage and prioritize multiple support tickets simultaneously in high-volume environments
  • Guide customers through setup, configuration, and feature use of SmartBox system
  • Document solutions and identify recurring issues for continuous process improvement
  • Collaborate with internal teams to incorporate customer feedback into product development

Profil recherché

  • You are fluent in both French and English with excellent communication skills
  • You have 2+ years of customer service experience in technical or SaaS environments
  • You enjoy troubleshooting technical problems and helping customers succeed
  • You can manage multiple support channels and high ticket volumes effectively
  • You are self-motivated, reliable, and thrive in a remote work environment

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About the Role

Join Keycafe as a Bilingual Customer Service Representative delivering world-class technical support to global users. You'll troubleshoot software and hardware issues, guide customers through product features, and ensure seamless experiences across phone, chat, and email channels. This position is based in Morocco and fully remote.

Main Responsibilities

  • Provide prompt, friendly, and accurate support in English and French across phone, chat, and email channels
  • Troubleshoot both software and hardware issues, escalating complex cases when necessary
  • Manage and prioritize multiple support tickets simultaneously in a high-volume environment
  • Guide customers through setup, configuration, and feature use of Keycafe's SmartBox key management system
  • Document solutions and identify recurring technical issues to drive process improvements
  • Collaborate with internal teams to ensure customer feedback shapes product development

About You

  • Fluent bilingual (French and English) with excellent written and spoken communication skills
  • 2+ years of customer service experience, preferably in technical support or SaaS environments
  • Proven ability to troubleshoot software and hardware issues logically and efficiently
  • Strong multitasking skills managing multiple communication channels simultaneously
  • Reliable, self-motivated, and able to work effectively with minimal supervision
  • Excellent typing speed and accuracy for chat-based support
  • Calm, empathetic, and professional demeanor in high-pressure situations
  • Bachelor's degree in Computer Science, Communications, or related field

Nice to Have

  • Experience with B2B customers or enterprise support
  • Familiarity with Zendesk, Slack, or similar support tools
  • Comfort adapting to new technologies and AI-enhanced support systems

Why Join Keycafe

  • Support customers across 30+ countries in industries from hospitality to logistics
  • Work with cutting-edge SaaS/IoT systems and AI-driven support innovations
  • Training, mentorship, and advancement opportunities in a rapidly scaling company
  • Strong team culture with collaboration and comprehensive training support

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