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Description

Did you know? An unhappy customer tells 15 people!

A poorly managed customer service means lost sales and a damaged reputation.

Now, imagine optimized customer management that turns complaints into opportunities and boosts loyalty. The results?

✅ Fewer disputes, thanks to clear and reassuring responses.

✅ Satisfied customers who return and recommend your brand.

✅ Increased loyalty rate with efficient and human support.

✅ Strengthened brand image that inspires trust and professionalism.

Interested? I can help!

I'm Youness, a Customer Care Success specialist in dispute management and customer support via email on Zendesk and Gorgias.

My goal? To optimize the customer experience to maximize satisfaction and loyalty.

Whether you work in e-commerce (Shopify...) or sell digital products (courses, coaching...)

Here's what I can do for you:

🔹 Customer Requests & Responses

- Quick and structured processing of emails via Zendesk.

- Strategic responses to de-escalate conflicts and turn dissatisfaction into loyalty.

- Personalized interactions for human and engaging customer service.

🚀 Dispute Resolution & Customer Satisfaction

- Management of complaints, refunds, and follow-ups with Stripe, PayPal, and Klarna.

- Clear communication to reassure and retain customers, even in case of problems.

- Post-interaction follow-up to ensure complete customer satisfaction.

🔧 Optimization & Automation

- Analysis of customer feedback to improve processes and limit disputes.

- Drafting response templates for speed and consistency.

- Customer follow-up strategies to maintain a high satisfaction rate.

With me, your customer service becomes a powerful lever for loyalty and growth.

Ready to turn your customers into brand ambassadors? Contact me! 🚀

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

Puure
Customer management and dispute resolution with Zendesk
March 2026 - Today (3 months)
-Customer Support & Ticket Management (Zendesk, email, chat): Quick processing of customer requests related to Puure water filters (product info, installation, after-sales service), prioritization and clear responses

-Customer Dispute & Complaint Management: Handling issues (defective product, leak, dissatisfaction), proposing solutions (replacement, refund), reassuring communication

-Order Tracking & Package Follow-up (delays, non-delivery): Managing shipments, checking delivery statuses, contacting carriers, and proactively informing customers

-Problem Solving & Customer Satisfaction: Diagnosing technical faults or questions related to filters (usage, maintenance), guiding customers until complete resolution

-Reporting, KPIs & After-Sales Service Process Optimization: Monitoring performance (response time, resolution rate), improving Zendesk macros and processes to streamline after-sales service
After-Sales Service Ticket Management Customer Care Customer Service Management Customer Relationship Management (CRM)
Spring
Customer Success
E-COMMERCE
January 2025 - Today (1 year and 5 months)
Paris, France
Spring, an Eco-responsible company selling hygiene products on subscription.

-Responding to tickets and customer requests with Gorgias
-Subscription management with Recharge
-Delivery management (WMS, Mondial Relay, Colissimo, Shopify)
-User journey management to increase Lifetime Value
-Refund management with Stripe
Gorgias Customer Care Customer Relationship Management (CRM) stripe refund Ticket Management
Business dimension
Optimization of customer service by email and phone
January 2025 - June 2025 (5 months)
Management of customer requests and complaints

-Responding by email to customer complaints
-Answering customer questions by phone
-Advising users on the brand's products
-Refunding customers with Stripe and Paypal
-Feedback to improve user experience
Paypal Customer Care stripe refund Customer Service After-Sales Service