Jaouad Khabar

Customer service advisor with over 6 years of experience in call centers, combining sales and after-sales service in B2C with B2B business development (telephone prospecting / cold calling). Proven experience in customer satisfaction and loyalty, achieving 100% of sales targets, and coordinating with internal teams. I am seeking a position where I can put my energy, negotiation skills, and customer service orientation to use.

B2B Customer Advisor, Business Sales (Vidéotron Affaires) - XCEED MAROC - Casablanca, Maroc

(2022-12)

• Telephone prospecting (cold calling) to Canadian businesses to present Vidéotron Affaires solutions (internet, IP telephony, mobility, cable television).
• Developed and managed a portfolio of business clients (B2B), from initial contact through to signing.
• Identified business needs and proposed telecommunications solutions suited to their industry and budget.
• Negotiated commercial terms and closed sales in accordance with monthly and quarterly sales targets.
• Qualified prospects and rigorously updated the CRM to ensure follow-up on business opportunities.
• Handled objections and presented sales arguments to convert outbound calls into appointments and sales.
• Collaborated with internal teams (technical service, billing) to ensure a smooth transition from sales to service activation.
• Followed up on post-sale customer satisfaction and built loyalty within the B2B portfolio.

Customer Service Advisor, Sales and After-Sales Service (B2C) - XCEED MAROC - Casablanca, Maroc

(2019-09 - 2022-11)

• Sales and after-sales service for Vidéotron (Québec, Canada): handled customer requests related to sales and after-sales service.
• Assessed customers' financial situations to evaluate their needs in relation to their purchasing power and propose suitable offers.
• Participated in implementing sales initiatives and listened to customer needs to recommend optimal products.
• Handled administrative tasks for customer files: updating databases, billing, etc.
• Achieved 100% of monthly sales targets.
• Welcomed customers and responded to their inquiries efficiently and courteously.
• Handled complaints with a focus on customer satisfaction and loyalty.
• Assisted customers with their purchases, provided personalized advice, and presented products matching their search criteria.

ORANGE Technical Support Agent - COMDATA MAROC - Casablanca, Maroc

(2018-12 - 2019-05)

• Resolved technical outages related to telecommunications services.
• Identified difficulties and resolved problems through appropriate decision-making.
• Applied applicable standards, internal regulations, and company procedures.
• Collaborated as part of a team by communicating, sharing ideas, and pooling efforts.
• Communicated relevant information to various internal and external contacts.
• Adapted quickly to different contacts and situations.
• Collected, processed, and analyzed data to identify possible improvements.
• Managed emergency situations calmly and composedly.

DEUST - Biology, Chemistry, Geology (BCG) - Faculté des Sciences et Techniques de Mohammédia (2013-09 - 2016-06)

Baccalauréat - Life and Earth Sciences — With Honors - Lycée Tarik Ben Ziad (2011-09 - 2012-07)