Hotline Agent - Morocco

  • Casablanca, Morocco

  • 125917

  • Hybrid

  • Permanent

  • Full Time

  • 40

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. 





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





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




  • 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