Freelancer profile translated to English.
Back to original languageAbout Gracia
Customer relations officer, I am available to manage your customer relations remotely. In addition, I provide advice and strategies through my skills in information research and participate in the optimization of your customer journeys.
It would be my pleasure to work with your teams through customer feedback with the aim of retaining them.
French
Native or bilingual
English
Conversational
Can work on-site
Lille (up to 50km)
Experience
- AccordhealthcareCustomer Service OfficerHEALTH AND WELLNESSDecember 2024 - September 2025 (9 months)Hoek van Holland, NetherlandsCustomer Service - Pharmaceutical Laboratory - Dutch Branch:1- Customer Order Tracking and Processing:Order reception and order entryManagement of customer emergencies2- Inventory ManagementMonitor stock daily to meet customer requestsMonitor product expiration dates to meet customer needs3- Formalize the daily customer service process in a document
- TotalEnergies TOTSACustomer Relations OfficerENERGY AND UTILITIESFebruary 2023 - July 2023 (5 months)Lille, FranceCustomer Relations Officer for car tracking devices - WayKonect1- Order Management:Incoming call handling and customer support*Processing of orders received by emailOrder entry and integration2- Order TrackingRespond to customers regarding their order statusScheduling installation appointments with the customer and the logistics departmentManagement of returns, defects, and product cancellations3- Customer Follow-up/Customer LoyaltyPeriodic customer follow-up calls to ensure product functionalityInformation updatesSupport for collaborators for proper product use
- BOULANGERCustomer CareRETAIL (LARGE RETAILERS)January 2021 - December 2021 (1 year)Villeneuve-d'Ascq, FranceCustomer Relations Officer - Boulanger:1- Customer Support:Handling customer calls to direct them to appropriate servicesHandling customer calls to provide information based on their needsResponding to emails regarding disputes and complaints2- Customer Order Tracking:Inform customers about delivery datesHelp the customer schedule their deliveryHelp the customer send their return claims3- Dispute Management with Carriers:Liaise between the customer and our logistics partnersLiaise between the customer and the claims department4- Communication Channels with Customers:Phoning, Mailing, Chatbox
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Education
- Customer CareGeneration2021Bootcamp qui permet de voir, de manière intensive, le métier de Customer Care, de maîtriser les techniques de relation client, de répondre aux besoins des utilisateurs, et d'offrir un excellent service client
- Master Strategic Information Watch and CommunicationUniversité de Lille2020Le Master Information et Documentation parcours Veille et Communication de l'Information Stratégique forme des professionnels de la veille et de l'analyse de l'information stratégique. A l'issue de la formation, les diplômés sont aptes à analyser les besoins des organisations en terme de veille (accès, collecte et traitement de l'information) et de communication. Ils peuvent ainsi réaliser l'audit d'un dispositif de veille, mettre en place une plateforme de veille automatisée, concevoir et réaliser des produits et services d'information électronique et animer une communauté de veilleurs.