Fnac Darty entrusts Morocco with part of its marketplaces’ customer service

The role of the Moroccan site appears in a job posting updated on September 17 by France Travail. Fnac Darty is looking for a Marketplace quality coordinator based at its headquarters in Ivry-sur-Seine.

The future manager will have to optimize customer service processes and “lead” the Marketplace’s outsourced call center. The posting explicitly mentions the deployment of “new processes” at the site located in Morocco, where travel is planned.

Their duties will include formalizing procedures, monitoring performance indicators, and developing new tools for customers and partner sellers. They will also supervise three customer experience officers in France.

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The Moroccan presence is confirmed by the Fnac Marketplace terms and conditions. The group states that data concerning its sellers may be transferred to companies located in Morocco and Madagascar for the purposes of “commercial relationship management (call center).”

Fnac Darty says it has implemented the necessary measures to secure these data transfers outside the European Union.

Customers, sellers and quality control

The Moroccan center therefore does more than answer calls. It participates in the Marketplace’s customer service processes and their development, under the supervision of the French teams responsible for assessing the quality of responses and the performance of the system.

The stakes are high for Fnac Darty. On its website dedicated to professional sellers, the group claims more than 3,000 active sellers and a monthly audience of 27 million qualified buyers on the Fnac and Darty marketplaces.

The posting also shows that the group plans to entrust new activities to its Moroccan site. The coordinator hired will have to support their launch, harmonize practices, and verify their compliance with Fnac Darty’s standards.

However, the posting specifies neither the city where the call center is located, nor the name of its operator, nor the number of employees involved. It clearly establishes, on the other hand, that part of the Fnac and Darty marketplaces’ customer service is provided from Morocco and that the group intends to further develop the duties entrusted to this platform.