Bilingual French and English Customer Support (Morocco)

Keycafe is seeking a Customer Support Representative based in Morocco to provide excellent customer service and technical support to our clients. As a Customer Support Representative, you will be the main point of contact for our customers, helping them troubleshoot issues, answer inquiries, and guide how to effectively use our key management system.

We are looking for someone who is enthusiastic, patient and has excellent communication skills. The ideal candidate is customer-focused, detail-oriented, and can handle multiple tasks effectively.

Responsibilities:

• Provide prompt and friendly customer support via phone, email, and chat
• Troubleshoot and resolve technical issues reported by customers
• Guide customers through the setup and usage of our key management system
• Record and track customer interactions and issues in our CRM system
• Collaborate with internal teams to resolve customer inquiries and issues
• Identify opportunities for customer education and proactive support

Compensation:

• Competitive salary based on experience and qualifications
• Benefits package

About Keycafe

Based in Vancouver, Canada, Keycafe is a SaaS company that has developed a B2B cloud based key management system that operates a smart, internet connected key lockboxes ("Keycafe Smartbox") that allow users to remotely manage and hand-off physical keys to their employees, guests, and customers. Users manage their keys and accesses on a web interface, and can remotely monitor key exchanges happening in real time.

Customers range from over 40 different industries including major vacation rental/hotels (hospitality), car rental agencies, car dealerships, real estate/property management, and just about any company that has a large vehicle fleet or property fleet. Keycafe has active customers globally across the EU, North America, Asia, and Australia.

• At least 2 years of previous customer service experience
• Excellent communication and interpersonal skills
• Technical aptitude and ability to troubleshoot software/hardware issues
• Patience and empathy in dealing with customers
• Strong multi-tasking and organizational skills
• Ability to work independently and collaboratively with a team
• Impeccable English language skills (written and oral)
• Impeccable French language skills (written and oral)
• Ability to meet performance targets and deadlines

• Competitive Compensation: The salary range for this position is EUR900 to EUR1050 month
• Work Equipment: We provide an Apple MacBook and monitor for your work. Reliable personal equipment is required initially.
• Music Streaming: We cover your subscription for Spotify, Apple Music, or another major provider
• Cell Phone Plan: We cover typical single-person plans
• Wellness Budget: Enjoy an annual budget for physical or mental wellness expenses, such as a local sports league, gym membership, fitness classes, mental health apps, counseling, etc
• Career Development Budget: Enjoy an annual budget for career development courses, programs, or activities
• Paid Time Off: 18 days of PTO annually for holidays or sick days, in addition to 10 days for your local statutory holidays, to be scheduled based on operational needs.
• Birthday Off: Celebrate your special day with an extra day off
• 2 Year Sabbatical: After 2 years at Keycafe, enjoy 2 extra weeks of PTO in your 3rd year
• 5 Year Sabbatical: After 5 years at Keycafe, enjoy 5 extra weeks of PTO in your 6th year. Recurs every 5 years
• Maternity / Paternity Leave: 4-week paid parental leave for both mothers and fathers, with flexible usage within the first year of the child's arrival

Note: Eligibility for benefits begins upon successful completion of a 3- or 6-month probationary period.