Customer Relations Specialist - Emergency Management and Inbound Call Handling
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. With 2 years of hands-on practice, the service is delivered in French (C1) and English (B2). Remote delivery under a service contract with Good-ID Sàrl: we remain the employer, the supervisor and your single point of contract.
Role and background
Trained in emergency call handling and sensitive interventions in a BPO environment, I manage critical incoming calls with responsiveness and sound judgment. My background in customer relations, combined with the analytical rigor gained from my graduate studies in private law, enables me to quickly master complex protocols and effectively defuse tense situations. Ready to hit the ground running, I guarantee European companies optimal service continuity and strict adherence to their satisfaction standards.
Professional Experience
Customer Service Representative
February 2026–April 2026 • Business Process Outsourcing (BPO) Company – Madagascar
Handled calls on the emergency hotline to provide immediate and tailored assistance to home care aides and their clients. Rigorously managed sensitive situations and unforeseen events through constant responsiveness and focused active listening. Strictly followed crisis management protocols to defuse tensions and ensure the safety of on-site interventions. Effectively coordinated urgent requests to maintain optimal service continuity and guarantee a high level of user satisfaction.
Call Center Agent
2021–2022 • Business Process Outsourcing (BPO) Company – Madagascar
Handled incoming call volume with the goal of providing accurate and appropriate responses to customer inquiries. Analyzing the issues raised and implementing quick and effective solutions in strict compliance with established procedures and instructions. Maintaining an optimal level of attentiveness and a consistently professional tone to ensure user satisfaction and uphold the quality of customer relations.
Telephone Surveyor
2019–2020 • Business Process Outsourcing (BPO) Company – Madagascar
Conducting quantitative and qualitative telephone surveys with individuals on behalf of polling organizations, covering a variety of political and economic topics. Rigorous application of methodological protocols and contractually specified questionnaires to ensure the reliability and integrity of the data collected. Consistently employed active listening, empathy, and interpersonal communication skills to build trust with respondents, maximize engagement rates, and successfully complete the administration of questionnaires.
Skills
Hard Skills: Emergency and crisis call handling, Remote customer service (BPO), Protocol implementation and compliance, Conducting qualitative and quantitative surveys, Inbound call handling and service continuity
Soft Skills: Conflict resolution & stress management, Active listening & empathy, Analytical rigor & sound judgment, Responsiveness & priority management, Interpersonal communication & interpersonal skills
Degrees and Education
Master’s Degree in Private Law
In progress • Catholic University of Madagascar, Ambatoroka
Currently being finalized
Bachelor’s Degree in Law, with a concentration in “Private Law”
2023–2024 • Catholic University of Madagascar
High School Diploma (Series A2)
2019–2020 • Jules Ferry High School, Faravohitra
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 2 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
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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.