Back-Office Manager, Administrative Compliance and Customer Support
A salaried Good-ID employee applies this skill within our “Customer service & administration” unit — customer relations, multilingual support, data entry and back-office — under the supervision of our project managers. Backed by 5 years of experience, the service is delivered in French (B2) and English (B2). Performed remotely under a service contract with Good-ID Sàrl, the employee's employer and the party responsible for the work delivered.
Role and background
As a Back-Office and Customer Support Manager, I coordinate complex operational workflows, handling sensitive cases involving vehicle registration, passports, and social security on a daily basis. My expertise in administrative compliance and exception management—particularly with ANTS portals—ensures meticulous execution and an optimized customer experience. I draw on solid experience in BPO, with a proven ability to work remotely and contribute effectively to meeting the demands of European markets.
Professional Experience
Back-Office & Customer Support Manager
February 2025–May 2026 • Business Process Outsourcing (BPO) Company – Madagascar
Managed the scheduling and prioritization of incoming operational workflows, handling 105 vehicle registration files and 40 passport files daily. Conducted social security needs assessments, prepared quotes, and processed contract signings using electronic signatures. Verified the compliance of supporting documents and administrative requirements, ensured data updates, and handled exceptions. Managed contract amendments and compliance projects, including creating client accounts on the ANTS portal and managing tax stamps. Maintained direct contact with the client to organize and correct information, contributing to the monitoring of results and the closure of cases.
Customer Support & Operational Follow-Up
July 2023 to September 2024 • Self-employed – Madagascar
Managed order processing and tracking for e-commerce customers, provided multichannel support (email and chat), and proactively resolved issues. Handled exceptions and complaints, contributing to the continuous improvement of operational processes through feedback. Ensured the delivery of a comprehensive workflow, optimizing the efficiency of customer support.
Back-Office Client Advisor
January 2019 to January 2022 • Business Process Outsourcing (BPO) Company – Madagascar
Managed the daily scheduling and allocation of incoming workflows for major Fintech clients such as Qonto and Nickel, processing over 80 cases per day. Prepared, formatted, and performed first-level compliance checks on document bundles (KYC, KYB, Notary). Managed exceptions and client follow-ups to ensure the completeness of files. Finalized, updated, and archived documents, while monitoring performance and generating activity reports.
Skills
Hard Skills: Administrative compliance, Exception management, ANTS portals, BPO, Document Management
Soft Skills: Operational rigor, Problem-solving, Independence, Customer relations, Remote work
Assets: CNIL GDPR certification, First aid and primary HIV/AIDS prevention certification, Proven experience working remotely
Degrees and Training
Bachelor’s Degree in Automated Systems Engineering
2016–2018 • IST Antananarivo
Industrial High School Diploma
2016 • Collège Saint-Michel Amparibe
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 5 years of experience
- Working languages
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
Other know-how practised by our salaried employees within our “Customer service & administration” expertise, supervised by Good-ID in the same way.
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- Bilingual (French-English) Customer Support and Administrative SpecialistFrench C2 · English C2 · Ref. 20028
- Administrative Assistant and Omnichannel Customer Relations SpecialistFrench C1 · English B2 · Ref. 20624
- Translator, administrative assistant, and customer support representativeFrench C1 · English C1 · Ref. 20558
Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.