Bilingual Customer Experience Manager / Fraud & Customer Service Specialist
This know-how belongs to our “Customer service & administration” expertise (customer relations, multilingual support, data entry and back-office). It is carried out by a salaried Good-ID employee, supervised by our project managers. Backed by 4 years of experience, the service is delivered in French (C1) and English (B2). Everything is delivered remotely under a service contract with Good-ID Sàrl, which remains the employer and answers for the result.
Role and background
As a bilingual Customer Experience Specialist, I provide multichannel support and comprehensive after-sales service for renowned French brands, managing a high volume of requests via Zendesk. My expertise extends to fraud detection and logistics coordination, ensuring optimal customer satisfaction and smooth operations. I am ready to bring my attention to detail and proactive approach to a European company.
Professional Experience
Bilingual Customer Experience Specialist
Since 2025 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Provided multichannel customer support (chat, email, phone) for three brands in the home and garden sector, managing a high daily volume of requests via Zendesk. Handled all after-sales service, including order tracking, cancellations, warranties, and proactive dispute resolution. Processed refunds and claims for Atmosphera, Hesperide, and 5five, helping to maintain a high level of customer satisfaction.
Customer Service & Back Office Specialist
2022–2025 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Managed daily order verification to identify suspicious customers and prevent fraud, ensuring the integrity of e-commerce transactions. Coordinated package tracking and communication with carriers to ensure delivery and customer satisfaction. Processed refund requests and invoices daily, contributing to the smooth flow of financial operations. Worked closely with teams at Vinatis, France’s leading online wine retailer, to optimize customer service and back-office operations.
Skills
Hard Skills: Multichannel Customer Support, After-Sales Service Management, Fraud Detection, Zendesk, Logistics Coordination
Soft Skills: Proactivity, Operational Rigor, Dispute Resolution, Customer Communication, Team Spirit
Strengths: Proven experience working with French customers, Experience working remotely
Degrees and Education
Bachelor’s Degree in English Studies
2018–2021 • University of Antananarivo Ankatso
High School Diploma in Literature
2016–2017 • Saint Louis Ambohimiadana Middle School
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 4 years of experience
- Working languages
- Tools and software in use
- 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.
- Bilingual French-English Customer Support Specialist – After-Sales Service & Technical…French C1 · English C1 · Ref. 20630
- Senior Sales Representative & Bilingual Customer Service SpecialistFrench C1 · English C1 · Ref. 20342
- Bilingual (French-English) Customer Support and Administrative SpecialistFrench C2 · English C2 · Ref. 20028
- Bilingual Customer Relations Specialist / Operations SupervisorFrench C2 · English C2 · Ref. 20271
- Bilingual Quality, Training, and Customer Support SpecialistFrench C1 · English C1 · Ref. 20083
- Bilingual Virtual Assistant / International Customer SupportFrench B2 · English B2 · Ref. 20477
- Bilingual International Multichannel Customer Support RepresentativeFrench B2 · English B2 · Ref. 20339
- Bilingual Customer Service Representative / Amadeus SupportFrench C1 · English B2 · Ref. 20509
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.