Freelancer profile translated to English.

Description

E-commerce customer service & after-sales expert for over 5 years, I support online stores in the complete management of their customer relations.

I mainly work on Shopify and marketplaces, handling after-sales service from A to Z, even for large volumes.

My goal is simple: to offer a fluid, fast, and professional customer experience, while reducing your daily workload.

🎯 My areas of expertise

📧 Customer service & after-sales

– Responding to customer emails and messages

– Managing pre- and post-purchase inquiries

– Handling disputes, returns, and refunds

– Tracking packages (delays, losses, incidents)

⭐ Satisfaction & loyalty

– Responding to customer reviews (Trustpilot)

– Monitoring customer satisfaction

📦 E-commerce tracking

– Order and shipping tracking

– Proactive communication with customers

– Updating product information

🛠 Tools & platforms mastered

E-commerce: Shopify • eBay • Cdiscount • Etsy • Amazon Marketplace

CRM: HelpScout • Freshdesk • FreeScout • Private Mail • Ionos

Customer channels: Gmail • Instagram • Facebook

Customer reviews: Trustpilot

Management: Google Sheets

My added value

– +4 years of experience in e-commerce after-sales service

– Handling large volumes of requests

– Responsiveness, organization, and rigor

– Adaptation to your brand tone and tools

Available to support your customer service

While you grow your business, I'll take care of your customers.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Freelance
Virtual Assistant in Customer Service and After-Sales (DROPSHIPPING)
E-COMMERCE
August 2025 - Today (1 year)
Franconville, France
Virtual assistant specializing in e-commerce customer service, with practical experience in the pet supply sector.
I supported Shopify online stores by handling all customer support and order tracking, with an organized, responsive, and satisfaction-oriented approach.
Responded to customer inquiries via email, professionally and quickly, providing clear and appropriate solutions.
Order tracking: address changes, cancellations, management of delivery incidents, and customer support until resolution.
Management of returns, refunds, and disputes, with a constant focus on satisfaction and loyalty.
Resolution of chargebacks on Shopify, by analyzing situations and providing structured responses.
Coordination with suppliers to resolve order or delivery issues.
Online reputation management: handling negative reviews on Trustpilot and managing messages/comments on Instagram and Facebook.
shopify store Social Media Customer Service Customer Satisfaction Shopify
Freelance
E-commerce After-Sales Service
E-COMMERCE
March 2025 - Today (1 year and 5 months)
Le Cannet, France
Responded to customer inquiries via email through IONOS (order tracking, returns, and refunds), with clear and responsive communication.

Managed orders and modifications on Shopify, ensuring information accuracy.
Placed orders with suppliers and coordinated deliveries to ensure smooth shipping.

Implemented a responsive and organized customer service, contributing to customer satisfaction and loyalty.
shopify store Emailing Ionos customer service Customer Satisfaction
Freelance
Customer Success
E-COMMERCE
June 2024 - December 2025 (1 year and 6 months)
Marseille, France
Managed customer inquiries via email on various marketplaces (Cdiscount, Rakuten, eBay), with clear, fast, and adapted responses.
Processed returns, refunds, and disputes, ensuring effective resolution and optimal customer satisfaction.
Coordinated with suppliers and carriers (AliExpress, Amazon) to resolve order, delay, or delivery issues.
Tracked and organized customer requests using Google Sheets for structured management and precise follow-up.
Cdiscount E-commerce eBay Amazon Customer Service