About the Role
Join Groupe Richbond, Morocco's leading manufacturer of foam, mattresses, textiles, and upholstery since 1965. As a Téléconseiller, you will be the first point of contact for our customers, delivering exceptional service across multiple channels. This role sits at the heart of our customer experience strategy, supporting both B2B and B2C clients in the furniture, bedding, and home furnishings sectors.
Core Responsibilities
- Handle inbound and outbound calls, emails, and chat inquiries in French and Arabic with professionalism and empathy
- Provide accurate product information on mattresses, foam densities, fabric collections, and custom upholstery solutions
- Process orders, track deliveries, and coordinate with logistics teams for timely fulfillment
- Resolve complaints and escalate complex technical issues to specialized departments
- Maintain detailed customer records in CRM (Salesforce / internal ERP) with 100% data accuracy
- Achieve weekly KPIs: First Call Resolution >85%, Average Handling Time <6 min, CSAT >4.5/5
- Support promotional campaigns and new product launches with outbound outreach
- Collaborate with showroom teams to schedule appointments and manage click-and-collect orders
Required Qualifications
- Bac+2 minimum in Commerce, Communication, or related field
- Proven 1+ year experience in call center, customer service, or telesales (retail/furniture a plus)
- Native-level fluency in French and Arabic (written and spoken); English is an asset
- Strong command of CRM tools and Microsoft Office Suite (Excel: VLOOKUP, pivot tables)
- Excellent active listening, de-escalation, and problem-solving skills
- Ability to work rotating shifts (including weekends) in a fast-paced environment
- High school diploma or equivalent; additional certifications in customer experience valued
Preferred Skills
- Experience in home furnishings, bedding, or interior design retail
- Knowledge of ERP systems (SAP, Oracle, or Sage) and ticketing platforms (Zendesk, Freshdesk)
- Familiarity with Moroccan e-commerce logistics and last-mile delivery providers
- Previous team lead or mentor experience in a contact center setting
- Certification in Customer Experience (CX) or ITIL Foundation
What Makes This Opportunity Stand Out
Groupe Richbond isn't just a manufacturer — we're a vertically integrated house of brands controlling every step from foam production to final upholstery. As a Téléconseiller, you'll represent a heritage brand trusted by Moroccan families and hospitality leaders for nearly 60 years. We offer:
- Structured onboarding with product immersion workshops at our Casablanca factory and showrooms
- Clear career path: Senior Advisor → Team Lead → Quality Analyst → Operations Supervisor
- Competitive base salary + performance bonuses (quarterly KPI-based)
- Comprehensive health coverage (CNSS + mutual insurance) and meal vouchers
- Modern contact center in Casablanca with hybrid flexibility after probation
- Employee discounts on Richbond mattresses, sofas, and custom furniture
- Continuous training: soft skills, product expertise, digital tools, and leadership development
Be the voice of comfort and quality. Shape customer experiences for a Moroccan industrial champion.