Téléconseiller Service Client Multicanal

About the role

Outsourcia, a leading outsourcing group, is expanding its customer service team in Tunisia. As a Multichannel Customer Service Advisor you will be the first point of contact for online shoppers, handling inquiries and issues through phone calls, emails and ticketing systems. Your goal is to deliver fast, accurate solutions and maintain a high level of customer satisfaction.

Key responsibilities

• Respond to customer questions via telephone, email and ticketing platforms.
• Investigate and resolve complaints, providing appropriate solutions.
• Document interactions and outcomes in the internal CRM system.
• Collaborate with other support agents to share knowledge and improve processes.
• Monitor service quality metrics and contribute to continuous improvement initiatives.

Required profile

• Excellent written and verbal communication skills.
• Strong problem‑solving ability and attention to detail.
• Customer‑focused attitude with the ability to stay calm under pressure.
• Ability to manage multiple communication channels simultaneously.
• Team player who can adapt to a fast‑paced environment.

Required skills

What we offer

• Dynamic work environment within a multinational outsourcing group.
• Opportunities for professional development and career progression.
• Comprehensive training on tools and processes.
• Collaborative team culture based on solidarity, commitment and integrity.