Freelancer profile translated to English.

Description

Hello, I'm Genio

For 3 years, I've been managing the customer service of a premium Belgian e-commerce brand (men's underwear, Shopify, international market). Specifically: coordinating 10 agents, handling hundreds of tickets/week on Freshdesk, contesting PayPal disputes, managing a Facebook/Instagram community, and meeting KPIs for management.

It's this hands-on experience that I now offer to other e-commerce brands as a freelancer.

What I can do for you:

- Manage your multichannel customer service (email, Messenger, chat, Instagram DM)

- Take over an overwhelmed or disorganized after-sales service

- Manage your remote team of agents and help them develop their skills

- Contest your Shopify / PayPal / Stripe disputes and chargebacks

- Implement clear workflows, response templates, and scripts for your agents

- Provide you with a clean monthly report (CSAT, resolution rate, recurring issues)

Why choose me?

I understand the daily life of a scaling DTC brand. I'm not a theoretical consultant – I still manage a real customer service today, with its Friday evening crises and demanding customers. I bring solutions that have already proven themselves in the field.

My services include:

- Monthly after-sales service management (part-time or full-time)

- Audit & restructuring of an existing customer service department

- Occasional support (Black Friday, launch, maternity leave)

- After-sales team training and coaching

Tools I master: Shopify, Freshdesk, Gorgias, Zendesk, Slack, Trustpilot, Senja, Klaviyo (basic), Commslayer (AI support).

If your after-sales service is taking up too much of your time or costing you sales, let's talk. First discussion is free, no obligation.

See you soon! ✅

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

DTC belge premium
CLIENT SERVICE & LOGISTICS MANAGER
E-COMMERCE
January 2025 - January 2026 (1 year)
Société Belge de Pavage, Mons, HT, Belgium
Management and coordination of a team of 10 remote agents, based in Madagascar, from Belgium. Supervision of all Customer Service and Logistics operations via Freshdesk (management of 4 email inboxes on a single tool). Order and customer relationship management via Shopify, logistics management and delivery tracking with Efitrace, handling of disputes and customer complaints. Performance monitoring, workflow organization, reporting, and Business Suite tool management.
Customer Service Customer Success Management Customer Support Customer Satisfaction After-Sales Service Management
Marque DTC belge B.W
CUSTOMER SERVICE AGENT & ASSISTANT
E-COMMERCE
January 2024 - January 2025 (1 year)
Belgium
Daily management of multichannel customer service (email, social media, chat), with a high standard for response quality and customer satisfaction. Full logistics tracking via Efitrace and rigorous order management on Shopify, ensuring reliability and on-time delivery. Handling returns, complaints, and post-purchase requests, with a solution-oriented and loyalty-building approach. Updating and optimizing product listings on the online store. Professional, personalized, and customer-experience-focused communication, contributing to trust and retention.
Shopify E-mailing effitrace Logistics Meta Business Suite
ARIANE ÉTUDES
TELE-SURVEYOR / TELEMARKETER
RETAIL (SMALL BUSINESS)
March 2023 - December 2023 (9 months)
Antananarivo, Madagascar
Within the company Ariane Études, based in Antananarivo, I held the position of tele-surveyor and telemarketer, involved in opinion polls and market research campaigns for the French public. From Madagascar, I conducted B2B (Business to Business) and B2C (Business to Consumer) surveys, calling professionals and individuals located throughout France. My main tasks included: Conducting opinion polls and electoral surveys. Carrying out satisfaction surveys and questionnaires related to commercial offers. Adapting the discourse according to the profiles of the people contacted (clients, general public).
Call Center B2B Telephone Prospecting BtoC Sales