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About the Company
Foundever™ (formerly Sitel Group) is a global leader in customer experience (CX) with 170,000 employees worldwide. We support over 750 of the world's leading international and digital brands, delivering 9 million customer experiences daily in more than 60 languages across 45 countries.
The Role
Nespresso Canada is seeking motivated and customer-focused professionals to join its dynamic team as Bilingual Customer Service Advisors in Rabat. This is a unique opportunity to represent a prestigious global brand and play a key role in delivering an exceptional customer experience within a fast-paced, international contact center environment.
As the voice of Nespresso, you will embody the brand's values of excellence, quality, and dedication, ensuring every customer interaction reflects Nespresso's premium standards.
Your Mission
Provide outstanding support to Nespresso customers in the Canadian market, building long-term loyalty and satisfaction. You will handle customer inquiries efficiently and professionally while contributing to the continuous improvement of customer service processes.
Your Responsibilities
- Engage with customers via telephone and digital channels
- Respond to inquiries related to Nespresso products and services
- Manage orders, deliveries, returns, and refunds
- Resolve customer issues and provide appropriate solutions with a personalized approach
- Act as a brand ambassador by delivering a premium and consistent customer experience
- Accurately document customer interactions and feedback in the CRM system
- Identify trends and share insights to support service quality improvements
- Collaborate with team members and actively participate in team meetings
Candidate Profile
Required Qualifications
- At least a Baccalaureate degree (Bachelor's degree)
- Fluency in French and English, both written and spoken
- Strong communication and interpersonal skills
- Genuine passion for delivering outstanding customer service
Preferred Experience
- Previous professional experience in customer-facing roles or call center environments
- Exposure to sales, commercial, or export-related activities is a plus
Key Skills and Attributes
- Strong problem-solving and analytical skills
- Excellent active listening abilities, empathy, and professionalism
- Ability to remain calm and composed under pressure
- Comfort using computer tools and CRM systems
- Proactive mindset with a willingness to learn and grow
- Attention to detail and a results-driven approach
This role offers the opportunity to grow within an internationally recognized brand while developing strong customer service and communication skills in a supportive and professional environment.
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