Dalila H.

Collaboration with Onepilot, a company specializing in outsourcing customer relations for French and international brands.

I work as a freelance Customer Support to manage the customer service of several companies, across various channels (email, chat, phone), while respecting the procedures and tone of each brand.

Main missions:

Daily management of B2C/B2B customer requests (after-sales service, orders, refunds, complaints, product information, etc.)

Use of various CRM tools (Zendesk, Gorgias, Crisp, Intercom...)

Adaptation to brand tone and KPI monitoring (Customer Satisfaction, response rate, processing time)

Reporting of friction points and participation in continuous process improvement

Support in French and sometimes in English, German, Spanish, and Italian depending on the accounts managed

IDENTIFICATION OF SALES TARGETS:

• Participate in commercial events: trade shows, open days, sales operations, marketing operations, etc.

• Present training offers

SALES PROSPECTION:

• Prospect and acquire new clients, particularly through phone calls

• Adapt sales pitch to the needs expressed by prospects

SALES DEVELOPMENT AND FOLLOW-UP:

• Conduct admissions interviews in person and remotely

• Ensure customer follow-up to confirm their enrollment in the institution

• Ensure the completeness of administrative files: sign study contracts and collect all sales contract elements

• Prepare specific sales pitches based on organized events

CUSTOMER RELATIONSHIP MANAGEMENT AND REPORTING:

• Continuously update the CRM

• Provide regular reporting on activity

ADMINISTRATIVE:

• Development, data entry, and registration of apprenticeship contracts,

• Verification and validation of internship and alternating internship agreements

• Support for companies in the apprenticeship process

COMMERCIAL:

• Presentation, promotion, and enhancement of the apprenticeship offer to the general public and companies

• Monitoring professional social networks and job boards

• Prospecting

STUDENT FOLLOW-UP:

• Assistance with CV and cover letter writing

• Follow-up of students seeking apprenticeships

• Training in job search techniques

• Coaching

• Follow-up with the apprentice and intern at the company through school-business meetings

EVENTS:

• Organization of events (Job Dating, tutor meetings...)

• Participation in Open Days