Freelancer profile translated to English.

Description

Your e-commerce store is running, but customer service and back-office tasks are saturating your schedule? I'll take over your emails, orders, and catalog updates to give you back strategic time.

With over 5 years of experience, I am the operational right-hand of e-commerce entrepreneurs. I handle your entire customer relationship and the daily management of your store to give you back available brain time.

**My areas of expertise**:

1.Customer Support / After-Sales Service

-Complete management of your ticketing tools (Zendesk, Gorgias, Shopify Inbox).

-Proactive dispute resolution (returns, refunds, carrier follow-ups).

-Responsive replies (within 4 hours) to maximize your conversion rate and customer satisfaction.

2. E-commerce Back-office Management

-Catalog: Creation and updating of product sheets (titles, prices, stocks, visuals).

-Orders: Shipping follow-up and interface with logistics.

-Customer Reviews: Moderation and responses to strengthen your social proof.

3. Administrative & Data Assistance

-Data entry and structuring on Excel / Google Sheets.

-Audio/video transcription and report writing.

---> Why work with me?

Responsive, organized, and solution-oriented, I have successfully completed 17 missions on Malt. My goal is simple:streamline your operations so your customers are delighted and your business grows.

👉Immediately available for one-off or recurring missions. Let's discuss your needs!

Industry field of expertise

Languages

German
Basic
French
Fluent
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

Concept Usine
Customer Support Advisor
E-COMMERCE
March 2023 - Today (3 years and 3 months)
Toulouse, France
Handle requests related to returns, exchanges, or refunds.
Inform customers about the status of their order.
Provide information on prices, promotions, deadlines, availability...
Guide them to the right product based on their needs.
Answer customer questions before their purchase.
Verify necessary information (size, model, quantity, address...).
Help customers place their order on the site.
Effectively manage customer interactions via chat, providing responsive and personalized support, enhancing customer satisfaction and loyalty.
Resolve issues (payment, account creation, cart, promo code...)
Multichannel Customer Support Shopify E-commerce
Yooji
Customer Support Officer
July 2025 - September 2025 (2 months)
- Manage customer requests via email and chat,
- Track orders and resolve complaints to ensure optimal satisfaction.
- Optimize internal workflows and collaborate with logistics and marketing teams to expedite request processing and improve customer experience.
Customer Support Digital Communication E-mailing
OPINION ACT
Web Data Analysis Assistant
CONSULTING AND AUDITS
September 2020 - August 2021 (11 months)
- Web data analysis
- Monitor and analyze online activities
- Data processing according to client expectations
- Media monitoring