About Hamza
Je suis un freelancer trilingue avec 3 ans d'expérience en service client et 7 ans d'expérience en logistique. Je suis engagé, sérieux et capable de gérer une équipe. Ayant vécu dans plusieurs pays différents, j'ai pu vivre de multiple expérience culturelle différence, ce qui m'a permis de développer la capacité à m'adapter rapidement aux nouveaux environnements.
Je suis également motivé par les nouveaux défis et prêt à apporter mes compétences et mon expérience à votre entreprise.
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- Cdlt•Représentant du service clientsDecember 2021 - Today (4 years and 6 months)- Setting up the whole processes of the customer support service from day 1 with the new ecommerce shop using the information provided by the e-shop's managers.- Onboarding and training for all new agents for each e-commerce shop.- Monitoring the KPIs of each agent.- Managing the supply chain of the products using 3rd party 3PL agents and Shopify.- Monitoring refunds and returns in compliance with policies of each shop.- Respond to customers by Email, Chat and phone call to any question regarding the products, the delivery status or the shops.- Community management in Facebook, Instagram & TikTok using Meta Business Suite.- Managing PayPal disputes for the e-shops.- Reporting weekly to management directly by call (Teams) or by message using Slack.
- LordTokenCustomer Support ManagerJanuary 2022 - May 2022 (4 months)Paris, France- Troubleshooting transaction issues- Helping setup the processes of customer support. The exchange platform was in its early stages so everything has to be built from scratch.- Assisting customers by email and chat- Access to back office of the exchange platform- Collecting Zendesk data and providing weekly reports to the management
- 5CAT2 Support SpecialistSeptember 2021 - January 2022 (4 months)Casablanca-Settat, MoroccoManaging player's accounts : account verifications, purchases, credentials, payments, etc. Troubleshooting technical issues within Fortnite game Adherence to procedural guidelines and weekly reporting to the Team Leader Maintaining and updating the global knowledgebase Providing customer assistance by email and chat
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Education
- Double diplomation ISG - Licence de commerce et Gestion, Commerce international et gestion des entreprisesUniversité Paris 132015Double diplomation ISG - Licence de commerce et Gestion, Commerce international et gestion des entreprises
- Diplôme universitaire et de Technologie, Gestion, Logistique et TransportUniversité de Picardie Jules Verne (UPJV)2014Diplôme universitaire et de Technologie, Gestion, Logistique et Transport
Skill set (19)
Categories
- Other