Job Summary
Join Skill.ma as a Customer Support Specialist and become the friendly face behind our platform! In this role, you’ll provide top-notch assistance to our customers, ensuring their learning experience is seamless and enjoyable. From answering inquiries and resolving technical issues to guiding users through our platform, your dedication and communication skills will make a lasting impact. If you’re empathetic, tech-savvy, and thrive in a fast-paced environment, this is your chance to help empower learners across Morocco and beyond!
Your Role
Advocate for Customer Satisfaction
As a Customer Support Specialist at Skill.ma, your role is to ensure every customer has a smooth and rewarding experience on our platform. You’ll be the go-to person for resolving issues, answering inquiries, and guiding users through our courses and features. Your proactive problem-solving skills and empathetic approach will play a vital part in creating positive and lasting impressions of our brand.
The ideal candidate will thrive in a dynamic environment, balancing customer interactions with internal collaboration. If you’re passionate about delivering excellent service and love turning challenges into opportunities, this role is perfect for you!
Ideal Candidate
Strong verbal and written communication skills in Darija, Arabic, French, and English.
Ability to handle customer concerns with professionalism, patience, and care.
Comfortable using customer support tools and troubleshooting technical issues.
Eager to learn and stay updated on Skill.ma’s courses, features, and policies.
Skilled at managing multiple tasks and prioritizing effectively in a dynamic environment.
Willing to collaborate with other teams and share insights to improve the overall customer experience.
Requirements
Customer Assistance
Be the first point of contact
Provide prompt, clear, and friendly responses to customer inquiries via email, live chat, and social media platforms. Assist users with troubleshooting technical issues and navigating the platform with ease.
Problem Resolution
Solve issues with empathy
Investigate customer concerns, resolve complaints professionally, and escalate complex issues to the appropriate teams while ensuring timely follow-up.
Support for Purchases and Enrollments
Guide customers through their learning journey
Help users with purchasing courses, redeeming offers, handling refunds, and ensuring a smooth onboarding process for new learners.
Collaboration
Work closely with the team
Stay updated on new products, campaigns, and policies while sharing customer feedback to improve our services and communication.
Knowledge Management
Master Skill.ma’s offerings
Maintain a deep understanding of our courses and platform features while contributing to an updated and efficient internal knowledge base.
What You'll Do
001
Assist customers promptly via email, live chat, and social media, providing clear solutions to inquiries and troubleshooting technical issues.
002
Resolve customer complaints empathetically while escalating complex cases to the appropriate teams and following up to ensure satisfaction.
003
Guide customers through the purchasing process, redeeming offers, and navigating the platform to ensure a smooth and enjoyable onboarding experience.
004
Collaborate with marketing and course creation teams to stay updated on new products, campaigns, and policies, sharing valuable customer insights.
You Shouldn't Apply If
You lack strong communication skills in Darija, Arabic, French, and English.
You’re uncomfortable handling customer concerns or can’t approach issues with empathy and patience.
You’re not adaptable to working in a fast-paced and dynamic environment.
You’re unable to multitask or prioritize effectively across multiple customer interactions.
You’re not willing to collaborate with cross-functional teams or provide feedback to improve services.
