Amazon Maroc recrute Plusieurs Profils 2021

Amazon Maroc recrute Plusieurs Profils:

-Des Chargés de Clientèle à Domicile.
-HR Assistant.
-Quality Assurance Specialist.
-French Executive Customer Services Specialist.
-Team Manager Virtual Customer Service (VCS).
-Customer Services Trainer.
-Customer Service Team Manager.

Amazon a la volonté d’être l’entreprise la plus proche de ses clients au monde, où chacun doit pouvoir trouver ce qu’il souhaite acheter en ligne. En donnant aux clients plus que ce qu’ils veulent – des prix bas, un vaste choix de produits – Amazon continue de croître et d’évoluer en tant que site e-commerce International.

Fondé par Jeff Bezos, le site Amazon.com a été lancé en 1995 pour être le lieu où les amateurs de livres pouvaient vivre une expérience unique. Bezos était persuadé que seul Internet pouvait offrir à ses clients le confort de parcourir une sélection de millions de titres de livres en une seule fois. Lors de ses 30 premiers jours d’activité, Amazon a reçu des commandes provenant de 45 pays tous expédiés depuis son usine dans la région de Seattle.

L’évolution d’Amazon, de simple site Internet à véritable plateforme de développement en passant par partenaire e-commerce, est régie par l’esprit d’innovation qui fait partie de l’ADN de l’entreprise. Les personnes les plus brillantes et expérimentées viennent chez Amazon pour rechercher, innover et développer des technologies permettant d’améliorer l’expérience des acheteurs et vendeurs du monde entier.


Amazon Maroc recrute Plusieurs Profils

Des Chargés de Clientèle à Domicile

Amazon recrute des Chargés de Clientèle Bilingues Franco-Anglophone à Domicile en CDI  pour le marché canadien 24h/24h.

Mission:

  • Prendre en charge les requêtes soit par téléphone, email ou tchat, selon l’activité en temps réel et en interaction avec le team manager et les équipes de support disponibles à distance
  • Assurer un service client de qualité.

Profil: 

  • Maîtrise parfaite du français et de l’anglais à l’écrit et à l’oral
  • Disposer d’un endroit dédié au travail à domicile avec un débit de connexion convenable
  • Flexibilité horaire et disponibilité pour travailler en rotation de 06h à 00h
  • Être doté d’une ligne internet ADSL de 12M
  • Dynamisme, sens d’écoute et de communication développés pour analyser et comprendre le besoin du client, garantissant ainsi sa satisfaction et sa fidélisation
  • Sens de la responsabilité et de l’autonomie afin de réaliser vos missions à domicile correctement et veiller à ce que les problèmes soient traités efficacement dans les plus brefs délais
  • Expérience dans les centres d’appels souhaitable.

Rémunération et avantages

  • Contrat CDI
  • Avantages sociaux:
    • Une couverture médicale avec l’assurance RMA, avec un taux de remboursement à 85% pour la plupart des soins médicaux habituels, pour l’employé, le ou la conjoint(e) et les enfants. Les détails de la couverture RMA seront fournis à l’embauche
    • Une complémentaire retraite CIMR.
  • Horaire: 06 h – 00H pour 44 Heures par semaine de Lundi – Dimanche avec deux jours off/semaine
  • Salaire net de: 6976, 00 dhs
  • Prime de nuit de 21h – 6h
  • Outils et équipements de travail fournis.

NB: Le service client étant ouvert 7j/7, le travail est organisé sous forme d’équipes, ayants des horaires variables. Les horaires et les jours de travail sont donc rotatifs, et peuvent changer d’une semaine à l’autre. Les jours de repos sont donc aussi rotatifs et ne seront pas toujours programmés les week-ends.

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HR Assistant

The HR Assistant is a full-time role primarily responsible for providing an operational, value-add and best in class HR service to the Morocco based Customer Support teams, as well as implementing HR projects and initiatives.

Job Responsibilities:

  • Assist the HR Business Partners and HR Manager with HR admin support and assistance.
  • Ensure the implementation and compliance of all HR company procedures, with current legislation and Amazon policies.
  • Collaborate with other HR departments (HR Services, Benefits and Payroll) to drive adoption, and solve problems.
  • Ensure HR weekly office hours to provide HR assistance to employees.
  • Produce HR reports and analysis, including key HR metrics such as absenteeism, attrition, head count, etc.
  • Liaise with Operations, Associates and other departments on site, to drive positive employee engagement.
  • Support hiring of new employees in compliance with labor laws and Amazon employment policies.
  • Provide and update HR training resources to all employees on internal data center.
  • Drive local and European HR projects.

Implement initiatives to drive and maintain a culture of excellent employee relations and communications to build up

Basic Qualifications:

  • Fluent English, Arabic and French skills are essential.
  • Knowledge in Moroccan labor law and HR systems.
  • Proven presentation and communication skills.
  • Proficiency in Microsoft Office.
  • Affinity to online communication tools (emails, but also chat rooms).
  • Must be autonomous, proactive and demonstrate a can do attitude.
  • Must demonstrate flexibility in order to meet the business needs.
  • Proven ability to prioritize, meet deadlines.
  • Strong Interpersonal skills- Develops and maintains good working relationships with internal customers. Treats others with respect. Builds trust and rapport.
  • Possesses intellectual curiosity; brings insight into the team/business, especially in a multicultural and multi-location environment.

Preferred Qualifications

  • Previous experience as a Human Resources Assistant, ideally within a large scale fast-paced Customer Service or Operations based environment.
  • Proven track record of HR /payroll and or compensation benefits delivery.
  • Bachelors’ degree in business, HR, or related field is required.

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Quality Assurance Specialist

The quality specialist will be responsible for the co-ordination, leadership and operations of the OE FR audit team. This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth whilst motivating others to meet the challenges of an extremely dynamic customer-focused and metrics driven environment.

Key Responsibilities:

  • Lead a team of five support operations analysts.
  • Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
  • Provide individual coaching feedback sessions, and weekly one-on-ones to the team that focus on improving customer satisfaction.
  • Work with EU stakeholders and requesters to determine problem statements and approaches.
  • Serve as a leader and point of contact for complex problems.
  • Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change / Kaizen initiatives as required.
  • People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition
  • Ensures employees growth & development, set priority, drive motivation & engagement for employees

Basic Qualifications:

  • Experience managing a team
  • Experience in Data mining / Data Analysis
  • Leadership Experience
  • +2 years of professional experience in customer service.
  • Intermediate Excel knowledge (Data Entry, VLOOKUPS, PIVOTS, Basic Formulas).
  • Proficiency in English language both oral and written
  • Good communication skills

Preferred Qualifications:

  • Ability to identify abnormalities/variations.
  • Experience and knowledge in Amazon.fr.
  • Ability to identify trends.
  • Continuous improvement/kaizen experience/Project management
  • Excel experience/ reporting experience recommended.
  • Previous quality improvement experience is preferred.
  • CSInsight Knowledge.
  • SQL Knowledge.
  • Degree in Engineering, Statistics, Computer Science, Mathematics or related field.

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French Executive Customer Services Specialist

Executive Customer Relations (ECR) is the team that resolves the most highly escalated customer escalations received by Amazon and ensures the voice of customers is heard within the company. ECR constantly review process that directly or indirectly lead to poor customer experiences, and drive positive actions to resolve and improve on behalf of Amazon customers, Customer Service (CS) and the overall company.

***Please ensure that your CV is submitted in English***

Responsibilities:

  • Respond to enquiries from corporate executives including CEO, VP, Country Manager, Directors.
  • Handle escalations from customers and follow up accordingly. This includes proactive phone contacts with customers and providing a summary in a follow up email, investigating escalations root cause and corrective actions, providing a detailed root cause analysis for customer advocacy to corporate executives.
  • Coordination of escalation resolution with internal stakeholders. This includes drafting outreach email to internal stakeholders and drive engagement toward resolution with internal stakeholders and acting as CS operations point of contact.
  • Provide critical support to Amazon CS Legal Department and other CS Support teams.
  • Project Management and contribution.
  • Highlight process and quality improvement opportunities throughout escalation investigations contributing to customer experience improvement and communicate / take actions as appropriate.
  • Suggest improvement solutions across CS and outside CS organization.
  • Submit feedback and cascade relevant information to CS Operations ensuring that CS is consistently kept up to date with amazon policies and emerging issues.
  • Lead and contribute to projects to improve customer experience and CS Operations.
  • Identify and analyze issues, patterns and trends in customer escalations to report to leadership teams.
  • Identify and escalate emerging issues to appropriate stakeholders.
  • Assess team workload and available resource to define priorities accordingly.

Basic Qualifications:

  • At least 2 years of Customer Service experience (familiarity with CS environment and customer contact handling);
  • Bachelors Degree;
  • Fluency in French and English (spoken and written);
  • Excellent written and verbal communication skills: Ability communicate and present efficiently to customer, executives and internal/external stakeholders in professional manner;
  • Proficiency with Microsoft Office suite;
  • Exceptionally strong communication skills to influence stakeholders and resolve complex customer/buisness issue;
  • Detail-oriented, analytical, proactive approach to problem-solving and identification;
  • Good judgement and discretion: Ability to work independently and as a team, quick learner, self-motivated and flexible in approaching responsibilities and changes;
  • Excellent organizational and time management skills;
  • Capacity to initiate and drive projects involving multiple stakeholders.

Preferred Qualifications:

  • Experience in data analysis and project management;
  • Experience writing business report and narrative documents;
  • Previous experience in handling customer escalations and reporting to Senior Leadership;

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Team Manager – Virtual Customer Service (VCS)

***Please note this position is a home based role in Morocco***

Amazon is looking for a Customer Service Team Manager for our Virtual Customer Service in Morocco supporting the French network,who will lead and support a team of 15-22 Customer Service Associates who are working remotely (Home Office required).

The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your employees to be your exclusive focus and you will be tasked with supporting your employees and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets (ground rules) on every single customer contact.

Basic Qualifications:

  • Two years experience in leading employees
  • University degree
  • Fluent in French in written and oral communication
  • Good skills in English written and oral communication
  • Proficiency in Microsoft Excel
  • ADSL/Fiber Internet connection with 12Mbit/s or faster
  • Separate, lockable working room
  • Ability to travel regionally to attend Site events and meetings at least once a month.

Leadership:

  • Strong listening skills
  • Maintains a high level of professionalism and approach-ability
  • Positive communicator who also can lead tough conversations
  • Ability to confidently facilitate team discussions and communicate business messages
  • Experience in coaching and leading employees
  • Understanding of and practical experience in effective coaching techniques
  • Ability to continually support employees through individual development plans
  • Confidence to interview applicants and demonstrate understanding of the performance and leadership bar to effectively apply it on hiring decisions

Delivering Service:

  • Role model for contact handling skills
  • Ability to review contacts to identify WOW moments, examples for excellent Customer Service and opportunities to support associates with coaching

Deliver Results:

  • Excellent time management, organizational talent and presentation skills
  • Ability to deal with constant change positively and maintain high motivation
  • Drives team engagement and actions through internal survey results and insights
  • Helps associates understand the performance bar and supports them to reach it
  • Completes tasks on time to a high quality standard

Preferred Qualifications:

  • Knowledge of Process Improvement approaches (Lean, Six Sigma, …)
  • Basic technical knowledge to handle Internet or computer issues remotely
  • Experience in leading teams in a virtual environment
  • Fluent in English in written and oral communication

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Customer Services Trainer

We are currently looking for a permanent Customer Services Trainer – French speaking to join our team in Rabat, Morocco.

You will have the important role of helping the employees across the different sites to be at their best for our customers. You will be responsible for the end to end delivery of existing L&D solutions mainly to our Customer Service Associates. In this role, you will do a mix of learning activities both in structured/formal learning settings as well as on the operational floor. You will be responsible for the development of performance improvement initiatives and delivering structured/formal learning. You will develop your audience through a range of learning methodologies including instructor led and virtual training, and facilitation across an array of learning activities including (workshops, floor support, campaigns, demos, drop in sessions, tactical support initiatives and formal classroom based programs).

Main Responsibilities:

  • Effective delivery of structured/formal L&D solutions e.g. New-Hire (on site and virtual) and tenured CSA, behavioral (soft skill) training within your allocated areas.
  • Design of operational (tactical) solutions utilizing a range of multi -media tools, creating a personalized and engaging learning experience, working alongside the Instructional Design team and build the related implementation plan.
  • Ensuring you have a clear self-development and upskilling plan to help you be at your very best and update with the latest learning delivery strategies and techniques.
  • Ensure that you are able to use a variety of learning methodologies, techniques, concepts, learning tools, technologies and practices to ensure the maximum effectiveness of learning and facilitation objectives.
  • Ensure that you always act as a role model and create a positive and professional learning and facilitation experience that learners can aspire to.

Key Relationships/ Typical Stakeholders This Role Works With:

Operational frontline leaders (ops managers, team managers, resolution leads); Program managers; Business teams; Instructional Design team; Learning & Development training leads and managers

Basic Qualifications:

  • Fluent in French and English (written and spoken)
  • Demonstrate proficiency in Designing and Developing Video, creating Lessons for Online Learning module, Microsoft Office tools (Word, Excel and PowerPoint), LMS, articulate, storyline and SCORM
  • Experience in developing programs, planning, implementing and assessing training.
  • A sound understanding of best in class customer service practice and standards in a fast paced environment across multiple facing channels.
  • Experience in delivering full competency development learning activities that focus on developing and growing knowledge, skills and behaviors required to deliver great customer service.
  • Experience in the design & delivery of tactical/local team based solutions.
  • Experience in identifying learning & development needs within an operational environment.

Preferred Qualifications:

  • Demonstrated experience developing e-Learning material, job aids, online tutorials and/or other training materials.
  • At least 3 years’ experience in a training role.
  • Ability to use multiple learning methods and link appropriate methods with subject matter.
  • Knowledge of adult learning and training practices
  • Bachelor’s degree or significant college course work, preferably in a communication, education or related field or equivalent experience

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Customer Service Team Manager (Fluent French and English Required)

Amazon is looking for a Customer Service Team Manager who will lead and support a team of Customer Service Associates based in Rabat.

The number one priority for this role is to support the associates who will directly report to you. In this role, you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your people to be your exclusive focus and you will be tasked with supporting you people and removing any barriers that prevent them from demonstrating the Amazon Customer Service Contact Tenets on every contact.

Basic Qualifications:

  • Degree qualified
  • Relevant experience in direct people management.
  • Fluency in French & English languages (written and oral)
  • Microsoft Excel
  • Maintains a high level of professionalism and approach-ability
  • Can confidently facilitate team discussions and communicate business messages
  • Experience in coaching and leading employees
  • Understanding of and practical experience in effective coaching techniques
  • Can support employees through individual development plans
  • Confidence to interview applicants and demonstrate understanding of the performance and leadership bar to effectively apply it on hiring decisions
  • Role model for contact handling skills. Is able to review contacts to identify WOW moments, examples for excellent Customer Service and opportunities to support associates with coaching
  • Excellent time management, organizational talent and presentation skills.
  • Can deal with constant change positively and maintain high motivation
  • Drives team engagement and actions through internal survey results and insights.
  • Helps associates understand the performance bar and supports them to reach it
  • Completes tasks on time to a high quality standards

Preferred Qualifications

  • Knowledge of Process Improvement approaches (Lean, Six Sigma, …)

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