Customer service Officer Morocco

responsible for providing exceptional customer support, resolving inquiries, and ensuring customer satisfaction. This role is crucial in maintaining positive relationships with our customers and upholding our company's reputation for excellent service

Accountabilities

1. Customer Interaction
   • Respond promptly to customer inquiries via phone, email, chat, and in-person
   • Handle and resolve customer complaints with empathy and professionalism
2. Problem Resolution
   • Identify and resolve customer issues in a timely manner
   • Escalate complex problems to appropriate departments when necessary
   • Follow up with customers to ensure satisfactory resolution of issues
3. Sales Support
   • Assist with promotional activities and communicate offers to customers
4. Reporting and Analysis
   • Prepare regular reports on customer service activities and metrics to visualize key performance indicators (KPIs)
   • Increase operational excellence by continuously improving the commercial dashboard; promote standard platforms (Qlickview/Qlicksense/SFDC/SAP)
   • Prepare and Share daily sales reports
   • Identify trends in customer feedback and suggest improvements
   • Conduct advanced analytics to identify trends, patterns, and opportunities for improvement
   • Support demand forecasting and inventory optimization through data analysis
5. Continuous Improvement
   • Stay updated on product knowledge and company policies
   • Participate in training sessions to enhance customer service skills
   • Contribute ideas for improving customer service & SC  processes
   • Propose and pilot innovative solutions to enhance supply chain & customer service  performance
   • Contribute to the development of a culture of continuous improvement within the team
6. Project management
   • Participate in supply chain improvement projects
   • Monitor project progress and report on key milestones and outcomes
   • Facilitate communication between project stakeholders and team members
7. Administrative management of customer sales
   • Ensure the order follow up and processing E2E with invoices proper sending to customers
   • Collection of payments for specific cases (tenders)
8. Reporting:
9. • Support the customer service lead in the monthly follow-up of promotions and Rebates exercise monitoring
   • Ensure the back up of customer service lead when necessary

Syngenta Group is one of the world’s leading sustainable agriculture innovation companies, with roots going back more than 250 years. Our 53,000 people across more than 100 countries strive every day to transform agriculture through tailor-made solutions for the benefit of farmers, society and our planet – making us the world’s most local agricultural technology and innovation partner. Syngenta Group is committed to operating at the highest standards of ethics and integrity. This is a commitment that we are making to investors, customers, society and employees. Syngenta Group is also committed to maintaining a workplace environment free from discrimination and harassment.

Critical success factors & key challenges

• Accuracy of data analysis
• Maintain a customer satisfaction rating of 90% or higher
• Resolve 80% of customer inquiries on first contact
• Adhere to all company policies and procedures
• Smooth & effective S&OP process
• Knowledge on SAP, SPS
• Excellent MS office skills ( Excel, word, PPT, macros..)
• Customer service management
• Excellent in communication skills
• Analytical thinking and sound project management skills

Critical experience

• Master's degree preferred
• 1-2 years of experience in customer service or related field
• Experience in the agro industry
• Multilingual capabilities (French/English)
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office suite and customer service softwares
• Macros,  SQL, PowerBi ….
• Good problem-solving
• Ability to remain calm and professional in stressful situation

• Willingness to travel in the in-scope countries
• Good English, French language skillset required
• Flexibility in working hours and workplace