After-Sales Service Officer - Tanger
Company sector : Furnishing / Decorating
COMPANY :
KITEA Group is a leading player in the furniture and decoration sector in Morocco for over 30 years. We operate throughout Morocco through the largest network of own stores. Our commitment to quality, innovation, and excellent 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 keep up with changes, anticipate, and constantly adapt to the needs of our various markets. By combining our iconic brands KITEA and KITEA KITCHEN with our international exclusive 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 #1 reference player on the African continent.
Our recent achievements:
In November 2023, we unveiled our new state-of-the-art store spanning over 10,000 m² in our Viva Park center in Casablanca, with an investment of over 270 million dirhams. In April 2023, it was KITEA Giant Agadir's turn 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, Kénitra, Laayoune, and Tétouan. We have also expanded our international presence with openings in Kenya in 2022 and 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 identify with these values and have great ambitions, join us. We are looking for profiles for our Purchasing, Marketing, and E-Commerce teams, as well as for all our support functions and, of course, in our stores, at all experience levels.
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 talent.
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 :
Join a major player in the furniture and decoration sector. As an After-Sales Service Officer, you are the primary point of contact for customers for handling and following up on after-sales requests, ensuring a high level of customer satisfaction.
Your main tasks are:
Handle and follow up on customer complaints related to after-sales service.
Ensure administrative follow-up and archiving of after-sales files.
Monitor customer feedback and update information in dedicated systems.
Coordinate with sales, logistics teams, and stores to ensure efficient handling of requests.
Inform customers about the status of their deliveries and manage any delays.
Follow up on complaint tickets until their closure.
Participate in the continuous improvement of service quality and customer satisfaction.
Required profile :
You hold a Bac+2 (equivalent to an Associate's degree or 2 years of higher education) in management, commerce, or a related field and have previous experience in a similar role.
The ideal candidate has:
Excellent interpersonal and customer service skills.
Good organizational and priority management skills.
Rigor in administrative file management.
Proficiency with computer tools and management software.
Ability to work in a team and manage multiple tasks simultaneously.
Good stress resistance and the ability to solve problems quickly.
A strong commitment to customer satisfaction.
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