Date Posted:

2025-12-24

Country:

Morocco

Location:

Coline Business Center, CasablancaMission principale :
Assurer la réception, le traitement et le suivi des appels clients relatifs aux demandes de dépannage (callback), en garantissant une réactivité optimale, une coordination efficace avec les techniciens, et une satisfaction client élevée.
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Responsabilités clés :
1. Gestion des appels entrants:
o Réceptionner les appels des clients pour signaler des pannes ou incidents.
o Identifier et qualifier la demande (client, appareil , urgence, type de panne, localisation).
2. Utilisation du système interne:
o Enregistrer les appels et les demandes dans l’outil dédié.
3. Dispatching technique :
o Affecter les interventions aux techniciens disponibles selon la zone, la spécialité et l’urgence.
o Suivre en temps réel l’évolution des interventions.
4. Suivi post-intervention :
o Recontacter les clients pour s’assurer de la résolution du problème.
o Mesurer la satisfaction client et remonter les feedbacks.
5. Support administratif :
o Gérer les relances en cas de non-intervention ou de retard.
o Participer à la mise à jour des bases de données clients et historiques d’intervention.
6. Coordination interne :
o Collaborer avec les équipes techniques, le service commercial ...
o Remonter les anomalies ou récurrences de pannes.
Compétences requises :
Techniques:
• Maîtrise des outils de gestion des appels.
• Connaissance des systèmes de dispatching et de planification.
• Bonne compréhension des produits et services liés aux ascenseurs.
Comportementales:
• Excellente communication orale.
• Sens du service client et de l’écoute active.
• Capacité à gérer le stress et les situations urgentes.
• Rigueur, organisation et autonomie.
Langues :
• Français courant (obligatoire).
• Anglais ou autre langue (souhaité selon la clientèle).
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Formation & Expérience :
• Bac +2 minimum
• Expérience de 2ans ou plus dans un call center ou service client technique souhaitée.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

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