Freelancer profile translated to English.
Back to original languageAbout Kossivi Omer
Customer Service Assistant FR/EN specialized in Chat & Email
I handle your customer support with speed and professionalism.
Bilingual French/English, I respond within 2 hours and aim for 95% satisfaction.
My services:
- Management of emails and tickets Zendesk, Freshdesk
- Live chat support
- Drafting of canned responses and FAQs
- 100% remote work, available 5 days/week
My goal: To clear your support backlog and make your customers happy.
French
Native or bilingual
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- Communication des entreprises Central communication,Customer Service Representative-Chat & Email supportJanuary 2026 - Today (6 months)TOGOCOM, Lomé, MA, TogoManaged 50+ customer interactions daily via chat and email, using CRM/ticketing systems like Zendesk to qualify needs and identify sales opportunities Achieved 95% first-contact resolution and maintained a 4.8/5 customer satisfaction rating by adapting communication to each prospect's profile Proactively identified upsell and retention opportunities during support conversations, contributing to monthly customer retention targets Documented prospect insights accurately in CRM and contributed to the knowledge base to improve outbound messaging for the team.
- Free FreelancingCustomer Support Agent FR/EN chat-emailJanuary 2024 - Today (2 years and 6 months)Le Caire, EgyptIntensive training in remote customer support.- Simulated management of 50+ customer emails/day in FR and EN- Drafting of FAQs and canned responses for e-commerce- Mastery of tools: Zendesk, Freshdesk, Intercom- Specialty: Polite, fast, and problem-solving tone
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