Freelancer profile translated to English.
Back to original languageAbout Farouk
Customer support and user relations specialist, I assist companies in optimizing their customer experience, from ticket management to loyalty.
With experience in an international environment (FR / EN / PT / AR), I combine operational efficiency, service orientation, and business vision to transform support into a real growth lever.
👉 My goal:
Improve customer satisfaction, reduce processing times, and structure efficient processes.
📩 Multichannel customer support
Email, chat & call management
FR / EN / PT / AR Support
Fluid and professional customer experience
🎯 Ticket & backlog management
Intelligent prioritization
Fast and effective resolution
Workflow optimization
🛠️ Technical & SaaS Support
Level 1 & 2 assistance
Diagnosis & resolution
Coordination with technical teams
📊 Customer Success
Client onboarding
Loyalty & churn reduction
Personalized follow-up
🧾 Back-office & administrative
CRM & internal tools
Reporting & organization
Data processing
French
Native or bilingual
English
Fluent
Portuguese
Fluent
Arabic
Native or bilingual
Remote only
Primarily works remotely
Experience
- Bouygues Telecom, PortugalClient Relations OfficerTELECOMMUNICATIONSJanuary 2023 - January 2024 (1 year)Porto, Portugal● Managed and organized administrative client files, ensuring accuracy and confidentiality.● Analysed client needs and expectations to deliver personalized solutions.● Addressed client complaints promptly, ensuring resolution and satisfaction while reporting key issues to thesupervisor.
- ManoMano Armatis , PortugalCustomer Service RepresentativeJanuary 2021 - December 2022 (1 year and 11 months)Porto, Portugal● Responded to calls and inquiries, scheduled appointments, and processed requests efficiently.● Managed administrative follow-ups to ensure accurate and up-to-date client files.● Promoted new products and services, enhancing customer satisfaction and engagement
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Education
- Bachelor in Applied Foreign LanguagesUniversity of Paris 132016Bachelor in Applied Foreign Languages