Trilingual Customer Service Representative (French, English, German)

Role and background

Comprehensive management of multilingual customer relationships and business development for demanding international markets is at the heart of my practice. As a trilingual speaker of French, German, and English, I handle the entire engagement cycle, from qualifying high-value-added opportunities to building loyalty among end users. With a background in management and international business, I ensure compliance with European quality standards and the security of all communications. Ready to hit the ground running, I bring rigor and efficiency to support your business growth.

Professional Experience

Freelance Telemarketing Representative

Since October 2023 • Self-employed – Madagascar

Conducted remote telemarketing campaigns independently on behalf of various clients. Managed outbound call campaigns to identify new business opportunities and accurately assess the needs of prospects. Developed and managed a portfolio of qualified leads using a rigorous and targeted sales pitch. Proactively managed the contact list and rigorously tracked follow-ups to optimize campaign conversion rates. Consistently met quantitative and qualitative targets while ensuring a high level of customer satisfaction.

Bilingual Call Center Agent (English–German)

August 2021–October 2023 • Business Process Outsourcing (BPO) Company – Madagascar

Comprehensive management of customer interactions and support for a portfolio of international users, ensuring smooth and professional communication in English and German. Proactive handling of requests, thorough processing of complaints, and providing solutions tailored to each situation. Managed communication flows while ensuring strict compliance with service quality standards and operational requirements. Directly contributed to optimizing user satisfaction and loyalty through active listening, a high level of responsiveness, and a thoughtful intercultural approach.

Telemarketer

February 2021–July 2021 • Business Process Outsourcing (BPO) Company – Madagascar

Actively prospecting and remotely marketing a range of products and services to individual customers. Handled outbound calls, accurately identified customer needs, and delivered targeted sales pitches to generate interest among prospects. Rigorously applied sales techniques and effectively addressed objections to maximize the number of successful subscriptions. Managed the entire sales cycle through to closing the sale and the administrative approval of contracts. Directly contributed to meeting the quantitative and qualitative sales targets set by management.

Telemarketer

April 2020–June 2020 • Business Process Outsourcing (BPO) Company – Madagascar

Handled incoming and outgoing call volumes on behalf of a client base based in France. Carefully analyzed customer requests to provide tailored and personalized responses. Provided remote information, guidance, and advice while ensuring strict adherence to established procedures and quality standards. Efficiently processed requests and forwarded information to the relevant departments to ensure rigorous follow-up on cases. Actively contributed to maintaining a high level of customer satisfaction through attentive listening and professional communication.

Telephone Operator – Appointment Scheduler

December 2019–February 2020 • Business Process Outsourcing (BPO) Company – Madagascar

Conducted a targeted telephone prospecting campaign on behalf of French accounting firms. Identified decision-makers and rigorously assessed prospects’ accounting and tax needs. Delivered compelling presentations of services and addressed objections in accordance with established scripts. Scheduled and confirmed high-value, qualified appointments to feed the consultants’ sales pipeline. Methodically tracked cases and systematically updated data to ensure efficient and seamless follow-ups.

Telemarketer

July 2019–November 2019 • Business Process Outsourcing (BPO) Company – Madagascar

Managed active telephone prospecting and direct sales campaigns targeting a client base in France. Delivered targeted sales pitches to assess prospects’ needs and convert business opportunities. Conducted negotiations in accordance with established quality standards and performance objectives. Rigorously managed communications and directly contributed to the growth of the client portfolio.

Trilingual Client Advisor (Remote)

December 2014 – April 2019 • Business Process Outsourcing (BPO) Company – Madagascar

Fully managed user relations and content moderation for an international community in three languages. Ensured rigorous filtering of messages and posts to guarantee compliance with community guidelines and maintain a secure online environment. Promptly and accurately handled user support requests, providing clear and personalized responses. This proactive remote management helped maintain a high level of customer satisfaction and continuously optimize user engagement.

German-Speaking Moderator

August 2013–July 2014 • Business Process Outsourcing (BPO) Company – Madagascar

Ensure the compliance and security of digital platforms by rigorously verifying users’ profile summaries. Monitoring message streams and posted photos to filter out inappropriate content according to established standards. Ensuring the comprehensive processing of data and text-based communications in German for demanding end users. Actively contribute to maintaining a reliable, high-quality community environment through methodical analysis and a high level of operational responsiveness.

Call Center Agent for Appointment Scheduling

June 2011–June 2013 • Business Process Outsourcing (BPO) Company – Madagascar

Managed targeted outbound call campaigns aimed at qualifying leads and securing qualified appointments. Delivered a tailored sales pitch to promote training seminars to a professional clientele and convert prospects’ interest into bookings. Actively prospecting in the renewable energy sector, specifically for the installation of heat pumps in residential homes. Met quantitative and qualitative targets through rigorous active listening and effective handling of objections. Methodical management and updating of service schedules to optimize the schedules of field sales teams.

Assistant Manager, CCAL Follow-up

January 2006–December 2010 • Galana • Madagascar

Comprehensive management of the processing and collection cycle for fuel and lubricant checks to ensure compliance with financial flows. Rigorous verification of the validity of payment instruments and systematic entry of associated data into the internal management software. Preparation, verification, and submission of administrative files to the Ministry of Finance for review. Proactive management and meticulous monitoring of the entire reimbursement process, thereby ensuring shorter processing times and secure receipt of payments.

Language Study Abroad

January 2010–December 2011 • Language Study Abroad • Austria

Development of language skills through complete daily cultural immersion over a two-year period. Intensive practice of German in real-life contexts, enabling me to develop genuine interpersonal fluency and a solid command of oral and written communication. Rapid adaptation to a new international environment, strengthening my independence and intercultural understanding.

Intern as an Administrative and Sales Assistant

January 2005–March 2005 • Homeopharma • Madagascar

In-depth exploration of operational processes and support for the daily activities of existing teams. Active participation in routine tasks while ensuring proper implementation of procedures and instructions. Rigorous observation of professional work methods to develop solid practical skills. Direct collaboration with various colleagues to ensure the smooth execution of the department’s tasks. Application of lessons learned and consistent adherence to established operating standards.

Intern as an Administrative Assistant

January 2004–March 2004 • Ministry of Industrialization, Trade, and Private Sector Development • Madagascar

Supported the administrative and operational activities of the ministry’s departments as part of a hands-on professional internship. Participated in the monitoring of day-to-day files and the execution of document management tasks, ensuring compliance with institutional procedures. Actively contributed to the team’s daily operations by preparing summaries and rigorously processing information related to private sector development projects. Gained an in-depth understanding of the mechanisms governing public administration and trade.

Intern as an Administrative Assistant

January 2003–March 2003 • Ministry of Industrialization, Trade, and Private Sector Development • Madagascar

Actively participated in the operational activities of various administrative departments as part of a professional immersion program. Provided support for day-to-day case management, document tracking, and the implementation of the department’s internal procedures. Worked directly with public officials to facilitate the processing of requests and the organization of information flows. This experience provided a practical understanding of institutional mechanisms and allowed me to contribute effectively to the continuity of service.

Intern as an Administrative Assistant

January 2002–December 2002 • Materauto • Madagascar

Active participation in the company’s daily and operational activities to develop a thorough understanding of business processes and the organization’s overall operations. Supported existing teams in carrying out routine tasks, ensuring reliable and continuous support for day-to-day operations. Direct application of technical and methodological skills acquired in a demanding professional environment. Quick adaptation to internal work methods, adherence to established guidelines, and diligent contribution to the smooth running of departmental activities throughout this period of professional immersion.

Skills

Hard Skills: B2B/B2C Sales Prospecting, Telesales & Negotiation, Customer Relationship Management (CRM), Multilingual Customer Support (FR/EN/DE), Web Content Moderation

Soft Skills: Intercultural communication, active listening & empathy, autonomy while working remotely, results-oriented, attention to detail & priority management

Strengths: Significant experience of over 10 years in customer relations, telemarketing, and content moderation for European clients; Proven experience working remotely and from home for international companies; Proficiency in three languages in a professional context (French, English, German)

Degrees and Training

Diploma in French Language Studies (DELF B2)

2015

Certified B2 Level

Certificate in Hospitality Services

2013 • INTH

Goethe – Zertifikat B1

2012 • German-Malagasy Circle

Certified B1 Level

Advanced 1 Certificate

2005 • American Cultural Center

Bachelor’s Degree in Management (BACC+4)

2005 • ESSCA Antanimena, Antananarivo

Major: Marketing and International Business

Bachelor’s Degree (BACC+2)

2001–2003 • ISCAM Ankadifotsy, Antananarivo

Major: International Business

High School Diploma, Series A2

2001

At a glance

Field of expertise

Customer service & administration

Experience

18 years of experience

Working languages

French · C1English · C1

Tools and software in use

Excel — 10 yearsWord — 10 years

Markets covered

SwitzerlandFranceGermanyUnited KingdomUnited States