Freelancer profile translated to English.

Description

I help you transform your customer service into a commercial asset. Specializing in e-commerce after-sales service management, I handle your customers with responsiveness and professionalism, providing them with adapted and personalized solutions, while protecting your online reputation and building customer loyalty.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

CONSULTANTE FREELANCE | Service Client E-commerce
FREELANCE CONSULTANT | E-commerce Customer Service
E-COMMERCE
January 2026 - Today (5 months)
Support for online stores in managing and optimizing their customer service:
- Comprehensive multi-channel after-sales service management (email, chat, social media)
- Handling complex complaints and dispute resolution
- Logistics monitoring and coordination with carriers
- Creation of FAQs, after-sales procedures, and response scripts
- Training teams on customer relationship best practices
- Optimizing customer satisfaction and protecting e-reputation

Sectors: E-commerce, Fashion, Beauty, Private Sales
Veepee (ex-Vente-privée.com)
LEVEL 3 CUSTOMER RELATIONS OFFICER
E-COMMERCE
August 2016 - August 2021 (5 years)
Saint-Denis, France
Customer service management for the largest private sales platform in Europe:
- Multi-channel customer inquiry handling (email, phone, chat)
- Resolution of complex complaints to full satisfaction
- Dispute management in collaboration with the Legal department
- Order tracking and traceability (tracking, deliveries, returns)
- Coordination with Logistics, After-Sales Service, Accounting, and Marketing
- Management of peak activity periods (sales, special promotions, Black Friday)
- Training and onboarding of new employees
- Setting up payment plans for debt collection
Auto-entrepreneur
Online catalog sales
E-COMMERCE
June 2022 - June 2023 (1 year)
Complete management of an e-commerce business:
- Product selection and catalog management
- Direct customer relations (advice, sales, after-sales service)
- Order, delivery, and return management
- After-sales service and complaint handling

Skills developed: Entrepreneurial autonomy, end-to-end commercial management