Customer Service Specialist
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 (C2) 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 customer relations specialist in the energy sector for major companies such as Ohm Énergie and TotalEnergies, I combine omnichannel management (voice, live chat, social media) with the resolution of complex disputes. My background, enriched by team leadership and operational coaching, enables me to balance service excellence, customer retention, and the development of upselling opportunities. Ready to hit the ground running, I bring my meticulous approach and fluency in English to demanding European companies to optimize customer satisfaction and enhance their brand image.
Professional Experience
Customer Relationship Expert
2024–2026 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Full management of multichannel customer relations on behalf of the supplier Ohm Énergie, including active social media moderation. Proactively addressed customer complaints and systematically followed up with customers who posted negative reviews to defuse tensions and restore trust. Effectively resolved complex disputes through active listening and the provision of personalized solutions. Revenue growth through the identification of sales opportunities and the sale of pricing plans and energy equipment tailored to users’ needs.
Back-Office Customer Service Representative (Email, Live Chat, Messenger)
2023–2024 • Business Process Outsourcing (BPO) Company – Madagascar
Clients: French companies
Handling multichannel written interactions via email, live chat, and Messenger on behalf of the provider TotalEnergies. Efficiently processing complex complaints and providing personalized solutions to ensure customer satisfaction. Provided expert advice to individual customers on their gas and electricity supply contracts. Analyzed consumption needs and developed tailored commercial proposals to highlight the value of energy plans. Rigorously managed the back-office tracking of customer files in compliance with quality standards and deadlines.
Supervisor
2022–2023 • Business Process Outsourcing (BPO) Company – Madagascar
Daily oversight of production operations and seamless coordination of communication between management and operational teams. Oversaw the onboarding and initial training of new employees to ensure rapid and effective skill development. Provided individualized support and targeted coaching to agents facing difficulties to optimize their performance and the quality of their work. Rigorous preparation and daily submission of end-of-shift activity reports to ensure accurate tracking of key performance indicators and service continuity.
Audio Call Center Agent
2021–2022 • Business Process Outsourcing (BPO) Company – Madagascar
Handled incoming call volumes to ensure a smooth, professional call handling process that met the client’s quality standards. Accurately identified users’ needs and reasons for contacting the service to provide appropriate and personalized first-level support. Rigorously assessed requests to ensure efficient routing and transfer to the appropriate internal departments or subject matter experts. Actively contributed to reducing wait times and optimizing customer satisfaction through active listening and meticulous handling of each interaction.
Skills
Hard Skills: Omnichannel customer relations, Back-office customer service, Dispute and complaint management, Team supervision and management, Coaching and ongoing training
Soft Skills: Stress resilience, Team spirit, Conflict management, Strong service orientation, Interpersonal communication
Strengths: Excellent stress management and ability to work under pressure; Ability to collaborate effectively as part of a team; Proven ability to handle difficult customers; Professional, warm, and caring demeanor; Fluency in French
Degrees and Training
Baccalaureate, Series A1
2021–2021 • Philibert Tsiranana High School, Mahajanga
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 5 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.
- Customer Relations Specialist - Emergency Management and Inbound Call HandlingFrench C1 · English B2 · Ref. 20588
- Customer Relations Specialist – Dispute Resolution and ComplianceFrench C1 · English B2 · Ref. 20625
- Administrative Assistant and Omnichannel Customer Relations SpecialistFrench C1 · English B2 · Ref. 20624
- B2B Customer Relations and Technical Support SpecialistFrench B2 · English B2 · Ref. 20621
- BPO Customer Service Quality Trainer and CoachFrench C1 · English B2 · Ref. 20449
- International Customer Relations and Administrative Support SpecialistFrench C1 · English B2 · Ref. 20599
- Customer Service Representative and BPO Back-Office ManagerFrench C1 · English B2 · Ref. 20272
- Customer Relations and User Journey Optimization SpecialistFrench C1 · English B2 · Ref. 20031
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.