Freelancer profile translated to English.

Description

Customer relationship specialist with over 3 years of experience between Morocco and the Czech Republic, I assist companies in managing their customer support — whether via chat, email, or telephone.

I am comfortable in both French and English, with an approach oriented towards customer satisfaction, rapid problem resolution, and clear communication.

Accustomed to working with digital tools and multilingual environments, I am rigorous, autonomous, and responsive.

✅ Customer and technical support

✅ French / English

✅ Available in the evening and on weekends

✅ Serious, proactive, and reliable

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

INTELCIA
Purchase Assistance Advisor
September 2018 - July 2019 (10 months)
Meknès, Morocco
Purchase assistance advisor via Chat, a digital activity for a project for a French e-commerce site.
WEBHELP
Customer Advisor - Technical
September 2020 - May 2021 (8 months)
Meknès, Morocco
Handling a high volume of incoming calls to provide bilingual (French/English) technical and commercial support.

Consistently achieving and maintaining a customer satisfaction rate (CSAT) above 95% through empathetic communication and effective problem resolution.

Expert use of ATS-compatible CRM software for tracking, managing, and resolving customer cases, ensuring rigorous follow-up and adherence to service level agreements (SLAs).
English French Customer Relationship Management (CRM) Customer service soft skills
Infosys
Senior Process Executive
TELECOMMUNICATIONS
May 2022 - August 2023 (1 year and 3 months)
Brno, Czechia
Helpdesk agent for a German car manufacturer - IT help and troubleshooting for the firm's employees
Customer service ServiceNow Technical support French English