Outsourced customer service agent: a dedicated customer service that reflects your brand
Your customers expect fast, accurate answers in their own language. MaaSil recruits a dedicated customer service agent for you, based in Madagascar or another African country, who works only for your company. They know your products, use your tools and speak to your customers like a member of your team.
The tasks of an outsourced customer service agent
The customer service agent handles exchanges with your customers across all your channels:
- Inbound requests: answering calls, emails, chats and messages received on social media.
- Order tracking: delivery status, changes, returns and refunds, according to your procedures.
- Complaints: analysing the problem, finding a solution and following up until it is resolved.
- Outbound calls: follow-ups, satisfaction surveys and appointment setting.
- CRM updates: exchange history, qualification and tagging of tickets.
- Field feedback: summary of contact reasons and pain points for your product and logistics teams.
- Escalation: passing complex cases to the right people, with a complete file.
Which companies is it for?
This role suits e-commerce brands, SaaS publishers, service companies and franchise networks that receive a steady flow of requests. It is particularly useful when your customers are spread across several European countries, or when you want to extend your service hours without building a full team in France.
Skills and tools mastered
We recruit patient, attentive profiles who are comfortable in writing as well as speaking. All of them work in French; depending on the position, they also speak English, Spanish, Italian or German. Tools:
- Support platforms, such as Zendesk, Freshdesk, Gorgias or Intercom.
- CRM: HubSpot, Salesforce or your company's tool, among others.
- Online telephony, such as Aircall or Ringover.
- E-commerce back office, such as Shopify or PrestaShop.
- AI tools to prepare replies, translate and summarise exchanges.
Why outsource your customer service with MaaSil
A dedicated agent
They answer only your customers, unlike the agents of a call centre.
Multilingual support
At Cuure, two MaaSil consultants provide customer support in French, English, Spanish, Italian and German.
Extended hours
For example from 8 a.m. to 9 p.m. on weekdays, with asynchronous handling at weekends.
A talent who grows
Recruited for customer service, the Cuure consultants now also handle web marketing and content creation.
How does the recruitment process work?
- 1
Discovery
We analyze your business, your tools, your processes and the personal qualities you are looking for.
- 2
Search
We select the best profiles after a series of tests and in-depth interviews.
- 3
Final interview
You meet the shortlisted candidates and put them through your usual hiring process.
- 4
Start
The assignment begins with a supervised 2-month trial phase, with full integration into your tools.
Frequently asked questions
What is the difference from a call centre?
A call centre shares its agents among many brands. The MaaSil customer service agent is dedicated full time to your company: they know your products, your tone and your customers, and you manage their work day to day.
Can they answer in several languages?
Yes. Your customers' languages are part of the profile sought from the discovery phase and are assessed during the recruitment tests. You then conduct the final interview yourself.
How do I train them on our products and procedures?
You give them your procedures, your standard replies and access to your tools. During the two-month supervised trial phase, you validate the quality of their replies before giving them more autonomy.
How much does an outsourced customer service agent cost?
It depends on working time, languages and the level of experience sought. Recruitment, the contract, payroll and equipment are included. Find our price lists on the Pricing page or request a quote.
Do you want to outsource this role?
Tell us about your needs: we will present profiles selected for your company.
Request a quote →