Freelancer profile translated to English.

Description

Specializing in customer service and e-commerce after-sales service, I help brands effectively manage their customer relationships.

I primarily handle customer requests by email: order tracking, complaints, exchanges, returns, and dispute resolution, while ensuring quick, clear, and professional responses.

Thanks to my experience, I strive to provide a smooth and positive customer experience, best representing your brand's image.

Comfortable with e-commerce environments, especially Shopify, I easily adapt to your tools and processes.

✔️ Responsiveness and service-oriented

✔️ Excellent written communication

✔️ Professional handling of sensitive situations

Available for one-off or regular assignments, I would be delighted to contribute to your customer satisfaction.

Feel free to contact me to discuss your needs 😊

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Hope
After-Sales Service / Email Customer Support
E-COMMERCE
February 2025 - Today (1 year and 6 months)
Tananarive, Madagascar
Specializing in customer service and e-commerce support, I help companies manage their customer relationships with professionalism and efficiency.

With experience in after-sales service, I handle customer requests by email, ensuring quick, clear, and personalized responses.

I specialize in:

E-commerce after-sales email management (complaints, returns, exchanges, order tracking)
Customer support for e-commerce stores (especially Shopify)
Dispute resolution and customer satisfaction
Improving the customer experience
Serious, organized, and attentive, I ensure I best represent your brand to your customers.

Available for one-off or regular assignments, I adapt to your needs.
Gorgias After-Sales Service Dispute Resolution Order Management Customer Relations Written Communication
Concentrix + Webhelp
After-Sales Service Supervisor
E-COMMERCE
September 2017 - January 2025 (7 years and 4 months)
Tananarive, Madagascar
As an After-Sales Service Supervisor for Amazon.fr, I managed and supported a team responsible for handling customer requests.

I supervised the processing of complaints, order tracking, returns, and dispute resolution, ensuring compliance with quality standards and customer satisfaction.

My role also included performance monitoring, agent training, and procedure optimization to improve customer service efficiency.

This experience allowed me to develop excellent customer relationship management skills, great responsiveness, and a strong ability to handle complex situations.
Customer Service E-commerce After-Sales Service Complaint Management Team Management Email Support

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Baccalaureate
Lycée Jules Ferry
2010

CRM Consultant

Soniah Rabarimahefa

Customer Support Specialist

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