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TUI Group • Casablanca, Morocco

Hotline Agent - Morocco

Employment type:  Full time

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top 3 scores:
88%

Location flexibility

81%

Autonomy

80%

Hours flexibility

Job Description

Join our TUI Global Business Services Team in Morocco as Hotline Agent and provide excellent service and problem solution to German-speaking and global customers, retail agencies and internal partners within TUI.

ABOUT THE JOB

Main responsibilities

Handling remote customer relations:

  • Applying remote customer relations techniques
  • Greeting and taking charge of the caller
  • Handling remote requests (multi-channel: inbound/outbound/back office, etc.)
  • Using remote customer relations tools
  • Handling difficult situations
  • Handling written customer relations (mail, email, SMS, chat, etc.)

Managing remote customer relations activity:

  • Effectively manage your activity in terms of flows and the team
  • Keep abreast of changes in the environment, products and services

ABOUT YOU

Minimum Working and Intellectual abilities

  • A high knowledge of Tourism & hospitality industry
  • Previous experience as manager of Customer Relationship

Degree / Intellectual abilities

  • Baccalaureate and above in all disciplines

Required relevant work experience

  • 6 months to one year preferably in offshoring and/or contact centres

Technical Competencies

  • Excellent command of office automation tools: (Excel, Word)
  • C1 level in German and English (spoken, written and read)
  • Dutch and Spansih languags are nice to have

​​​​​​​Personal Qualities

  • Thoroughness
  • Analytical skills
  • Good communication skills
  • Good interpersonal skills
  • Open-mindedness
  • Negotiation skills
  • Ability to convince
  • Organizational skills
  • Stress management
  • Ability to listen
  • Confidentiality

ABOUT OUR OFFER

  • Working in the leading global tourism group: we thrive by working within intercultural environments, where you’ll have opportunities to work with international projects and teams.
  • Mobile working and flexible working hours: We believe that work is something you do, not where you go. Our offer: our TUI Ways of Working (hybrid working) & TUI Workwide (Working from abroad).
  • Development and career opportunities: We promote the potential of our employees with a wide range of (digital) training opportunities and international career opportunities.
  • Personal benefits: We offer attractive remuneration, generous company discounts, extensive health & wellbeing offers and much more.

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.​

We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

Company benefits

Travel credit – All benefits vary by location and job role, we'd be happy to chat to you about this in more detail
Work from anywhere scheme – TUI WORKWIDE means colleagues can work from abroad for up to 30 working days a year
Employee discounts
Flexible working week
Bank holiday swaps
Time off in-lieu
Religious celebration leave
Buy or sell annual leave
Health insurance
Gym membership
Open to part time work for some roles
Mental health platform access
Enhanced maternity leave
Shared parental leave
Pregnancy loss leave
Enhanced paternity leave
Compassionate leave
Cinema discounts
Travel insurance
Cycle to work scheme
In office catering
Annual pay rises
Annual bonus
Life assurance
Salary sacrifice
In office workout classes
Teambuilding days
Employee assistance programme
Charity donation scheme
Enhanced sick pay
Share options
Faith rooms
Volunteer days
Lunch and learns
Hackathons
L&D budget
Sabbaticals
Personal development days
Mental health days
Travel loan
Enhanced pension match/contribution

We asked employees of TUI Group what it's like to work there, and this is what they told us.

Location flexibility
88%
Employees are very happy with their working location freedom
Hours flexibility
80%
Employees are largely happy with the flexibility in the hours they work
Benefits
76%
Employees are largely happy with the benefits their company offers
Work-life balance
72%
Employees feel that they can switch off quite easily from work
Role modelling
76%
Employees feel that most people work flexibly
Autonomy
81%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScore®)

Diversity
70%
Employees feel that the diversity is good and there are continued efforts to improve it
Inclusion
75%
Employees feel that the culture supports equity and inclusivity well
Culture
80%
Employees enjoy the working environment
Mission
75%
Employees feel quite excited about the company mission
Salary
52%
Employees feel that their salary is fair and in line with the market average

Working at TUI Group

Company employees

60,000 globally

Gender diversity (male:female)

80:20

Office locations

Austria, Belgium, Brazil, Canada, China, Denmark, Finland, France, Germany, India, Ireland, Mexico, The Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom, USA

Hiring Countries

Austria

Belgium

Croatia

Denmark

Dominican Republic

Finland

France

Germany

Greece

Indonesia

Malaysia

Mexico

Netherlands

Norway

Portugal

Spain

Sweden

Thailand

Tunisia

Türkiye

United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024

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