Freelancer profile translated to English.
Back to original languageAbout Elsa
68% of e-commerce customers do not return after a bad experience
with customer service.
Why?
❌ Poorly structured or overwhelmed customer care
❌ Long response times → customer frustration
❌ Inadequate handling of sensitive situations
❌ Customer relationship perceived as mere "support", not as a loyalty driver
Result: dissatisfied customers, a weakened brand image, and a drop in customer value over the long term
Imagine...
A smooth, structured, and professional customer service, capable of reassuring your customers, resolving sensitive situations, and transforming each interaction into a loyalty opportunity.
A customer care that fully supports your e-commerce growth.
Expected Results:
🤝 Satisfied and loyal customers
⏱️ Optimized response times
💎 Strengthened and more premium brand image
📈 Increased long-term customer value
My name is Elsa, E-commerce Customer Care.
I help established e-commerce stores structure and optimize their customer relationships to improve satisfaction, strengthen loyalty, and maintain a professional brand image.
💼 What I offer:
✅ Complete customer relationship management
• Handling of after-sales service and customer requests
• Tactful and professional management of sensitive situations
• Continuity and quality of customer service
✅ Customer care optimization & structuring
• Improvement of response times
• Rapid adaptation to your existing tools and processes
• Implementation of best practices focused on loyalty
Tools: Shopify, Zendesk, Gorgias, Outlook, Gmail, Amazon Seller Central
My role: to make your customer service a true lever for satisfaction, loyalty, and long-term value.
Ready to elevate your customer relationships? Let's discuss!
French
Native or bilingual
Spanish
Native or bilingual
Remote only
Primarily works remotely
Experience
- GOLIATECustomer CareE-COMMERCESeptember 2025 - Today (11 months)
Customer Care & E-commerce After-Sales Service Management (Shopify)
As part of my work at Goliate, I was responsible for the overall management of e-commerce customer care, closely aligned with after-sales service and sales administration needs.Objectives- Ensure a smooth, human, and responsive customer experience
- Structure and reliably manage after-sales service
- Ensure effective coordination between customer service, logistics, and billing
- Contribute to customer satisfaction and loyalty
Main Missions- Global support for customer service and after-sales service management
- Personalized responses to customer inquiries before and after purchase
- Management of sensitive situations: delays, order errors, dissatisfaction
- Tracking customer interactions with a focus on quality and brand consistency
- Interface between customers, technical support, and the logistics team
- Coordination of after-sales service/billing and order tracking
Customer Support – Written & Oral> In writing- Clear, personalized, and educational responses to customer inquiries
- Rephrasing customer issues to speed up resolution
- Maintaining a tone consistent with the brand image
> In internal coordination- Regular exchanges with logistics, technical, and sales administration teams
- Structured transmission of customer information
- Contribution to the fluidity of operational decision-making
Impacts & Added Value- Significant improvement in customer satisfaction
- Reduction of friction related to orders, returns, and billing
- Better customer service responsiveness through clear processes
- Streamlined communication between customer service, sales administration, and logistics
- Operational time savings for internal teams
- Direct contribution to customer loyalty and brand image
Tools Used- Shopify (order management, customers, after-sales service updates)
- Internal billing tools (Pennylane)
- Amazon Seller Center
- Gorgias
- Belinda Sans TabousVirtual Assistant KartraDecember 2024 - September 2025 (9 months)
Customer Support & After-Sales Service Management for Online Courses (Kartra)
Objectives- Ensure a smooth customer experience (before, during, and after purchase)
- Reduce technical friction related to online courses and webinars
- Centralize and efficiently process customer requests
- Guarantee service continuity and customer satisfaction
Main Missions- Management and automation of online courses on Kartra
- Setup and monitoring of webinars (registrations, access, replays)
- Digital customer support: access to content, technical issues, understanding learning paths
- Administrative management related to sales, registrations, and customer access
- Interface between the content creator and customers
Customer Support – Written & Oral- Written responses to customer inquiries (emails, messages) with pedagogy and clarity
- Oral explanation of processes and technical problem-solving
- Rephrasing customer needs and step-by-step guidance
- Management of sensitive situations (lost customers, misunderstandings, frustrations)
Impacts & Added Value- Reduction in technical roadblocks for customers
- Improved user experience on courses and webinars
- Time savings for the creator through comprehensive after-sales service management
- Reassured, supported, and autonomous customers in using the tools
- Direct contribution to customer satisfaction and loyalty
Tools UsedKartra (online courses, webinars, emails, customer access management) - AESIOAdministrative & HR Assistant – Foyer de vie Les HirondellesHEALTH AND WELLNESSMarch 2022 - August 2024 (2 years and 5 months)
- Administrative management of client files
- Tracking requests and coordinating schedules
- Liaison between operational teams and headquarters
- Contribution to the fluidity of the customer journey
Recommendations
Be the first to recommend Elsa
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Virtual AssistantWeb entrepreneurs2025
Skill set
Categories
- Other