About Farouk
Spécialiste du support client et de la relation utilisateur, j’accompagne les entreprises dans l’optimisation de leur expérience client, de la gestion des tickets à la fidélisation.
Avec une expérience en environnement international (FR / EN / PT / AR), je combine efficacité opérationnelle, sens du service et vision business pour transformer le support en véritable levier de croissance.
👉 Mon objectif :
Améliorer la satisfaction client, réduire les délais de traitement et structurer des process performants.
📩 Support client multicanal
Gestion emails, chat & appels
Support FR / EN / PT / AR
Expérience client fluide et professionnelle
🎯 Gestion de tickets & backlog
Priorisation intelligente
Résolution rapide et efficace
Optimisation des workflows
🛠️ Support technique & SaaS
Assistance niveau 1 & 2
Diagnostic & résolution
Coordination avec équipes techniques
📊 Customer Success
Onboarding clients
Fidélisation & réduction du churn
Suivi personnalisé
🧾 Back-office & administratif
CRM & outils internes
Reporting & organisation
Traitement de données
French
Native or bilingual
English
Fluent
Portuguese
Fluent
Arabic
Native or bilingual
Remote only
Primarily works remotely
Experience
- Bouygues Telecom, PortugalClient Relations OfficerTELECOMMUNICATIONSJanuary 2023 - January 2024 (1 year)Porto, Portugal● Managed and organized administrative client files, ensuring accuracy and confidentiality.● Analysed client needs and expectations to deliver personalized solutions.● Addressed client complaints promptly, ensuring resolution and satisfaction while reporting key issues to thesupervisor.
- ManoMano Armatis , PortugalCustomer Service RepresentativeJanuary 2021 - December 2022 (1 year and 11 months)Porto, Portugal● Responded to calls and inquiries, scheduled appointments, and processed requests efficiently.● Managed administrative follow-ups to ensure accurate and up-to-date client files.● Promoted new products and services, enhancing customer satisfaction and engagement
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Education
- Bachelor in Applied Foreign LanguagesUniversity of Paris 132016Bachelor in Applied Foreign Languages