Customer Support Representative
Salary
5,000 to 6,000 MAD net/month
Availability
Immediate or within 30 days
About Us
Hellomaterials is a premium brand specializing in outdoor and hunting equipment designed for international markets. Our products are sold directly to our customers through our e-commerce platform. We are building a serious brand with a solid team based in Rabat Agdal.
Your Role
As a Customer Support Agent, you are the primary point of contact for our international customers. You handle every inquiry with speed, professionalism, and a true commitment to service excellence.
Your Responsibilities
- Manage incoming inquiries via email and chat, including refunds, returns, deliveries, and complaints
- Respond to customers in English with clarity and empathy, within established timeframes
- Process tickets in our management system and follow up through to resolution
- Identify and escalate recurring issues to improve our processes
- Contribute to maintaining high customer satisfaction rates
- Coordinate with the logistics team and service providers to resolve complex cases
Important: This role involves close collaboration with various company teams. Rigor, responsiveness, and teamwork are essential.
Candidate Profile
Required
- Bachelor's degree, Bac+3 minimum
- Minimum 1 year of experience in customer service within a brand or agency
- Minimum C1 English proficiency required. The interview will be conducted in English and customer communication is 100% in English
- Excellent written communication skills in both English and French
- Proficiency in office productivity tools such as Microsoft 365 or equivalent
- Based in Rabat or available to work 100% on-site in Rabat Agdal
- Immediate availability or available within 30 days
Strongly Preferred
- Experience with a ticketing tool such as Gorgias, Zendesk, Freshdesk, or equivalent
- Experience with an e-commerce or D2C brand
- Ability to handle high ticket volumes while maintaining quality
- Analytical mindset and a drive for continuous process improvement
What We Offer
- 5,000 to 6,000 MAD net/month depending on experience
- CNSS registration from day one
- Supplemental Health Insurance coming soon
- Monday to Friday, 09:00 AM to 05:00 PM
- Employee of the Month program with additional compensation
- Structured, high-growth work environment
- Direct access to a tight-knit team in a modern office in Rabat Agdal
- Advancement opportunities within the department based on performance