Freelancer profile translated to English.

Description

Hello 😊

Specialized in e-commerce customer support, I assist brands in managing and optimizing their after-sales service with a simple goal: to provide a smooth, reassuring, and professional customer experience while saving teams time.

As a freelancer, I handle all aspects of after-sales service: processing customer tickets, order tracking, managing carrier disputes, refunds, resolving complex issues, and providing customer support before and after purchase.

Beyond daily support, I also help stores structure their after-sales service to gain efficiency: creating professional templates, implementing SOPs/internal processes, organizing workflows, and continuously improving the customer experience.

Responsive, organized, and autonomous, I am capable of handling a large volume of requests while maintaining human and qualitative communication. My approach focuses as much on customer satisfaction as on operational support optimization.

What I bring to my clients:

Reliable and professional after-sales service
Clear and empathetic communication
Reduced ticket processing time
Improved customer loyalty
Structured and easy-to-follow processes

Tools used: Freshdesk, Shopify, Gmail, order tracking tools, knowledge bases, and collaborative tools.

I am looking for long-term collaborations with e-commerce businesses that want to offer a high quality of service to their customers.

Linkedin Profile:

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

AureBeauty
Customer Support Officer
E-COMMERCE
January 2026 - Today (5 months)
Daily management of after-sales service and processing of customer requests via ticket/email
Order tracking and customer support until delivery
Management of carrier disputes and search for appropriate solutions
Processing of refund, replacement, and product return requests
Resolution of various issues related to orders, payments, or shipments
Quick and personalized responses to ensure a smooth and reassuring customer experience
Analysis of recurring problems and feedback for customer service improvement
Customer relationship management with a professional, empathetic, and satisfaction-oriented approach
Administrative follow-up of after-sales requests and updating customer files
Collaboration with the e-commerce team to ensure efficient follow-up of customer operations
Customer Relationship Management (CRM) Shopify customer service Dispute management Freshdesk
Le cocon des compagnons
Customer Support Officer
E-COMMERCE
April 2026 - Today (2 months)
Complete management of after-sales service and daily processing of customer tickets
Order tracking and customer support before, during, and after delivery
Management of carrier disputes and resolution of delivery incidents
Processing of refund, return, and product replacement requests
Resolution of various issues related to orders, payments, deadlines, or products
Implementation and complete structuring of the after-sales service department to optimize organization and quality of customer support
Creation of professional response templates to standardize and speed up request processing
Development of SOPs (operational procedures) to improve support management and ensure consistent follow-up
Optimization of after-sales processes and continuous improvement of the customer experience
Customer relationship management with a reactive, empathetic, and satisfaction-oriented approach
Collaboration with the e-commerce team to ensure smooth follow-up of operations and customer requests
Shopify customer service Customer Relationship Management (CRM) French-speaking customer support Complaint management