Ella R.

E-commerce Customer Support | Shopify | Customer Service Specialist Looking for a reliable, experienced, and proactive professional to support your business and take care of your customers? I help e-commerce businesses and online brands manage customer service, resolve issues, streamline daily support operations, and deliver excellent customer experiences. With 8+ years of specialized experience in e-commerce customer support and over 10 years of overall professional experience, I have hands-on experience working with online stores, Shopify businesses, marketplaces, and customer service teams. I believe great customer service is about more than answering messages. It's about finding effective solutions, taking ownership of customer requests, following through, and identifying recurring issues to help businesses improve their operations. 🛍️ E-COMMERCE & SHOPIFY CUSTOMER SUPPORT • Email support, live chat, and customer service ticket management. • Shopify store support and order management. • Order processing, tracking, and delivery investigations. • Returns, refunds, exchanges, and cancellations. • Missing, damaged, incorrect, or defective product claims. • Pre-sale inquiries and post-purchase support. • Complaint handling, troubleshooting, and customer follow-ups. • Customer satisfaction and retention. 💬 CUSTOMER SERVICE & VIRTUAL ASSISTANCE • Managing customer inquiries and daily support tasks. • Inbox and email management. • Data entry and information organization. • Updating customer records and order information. • Following SOPs and maintaining accurate documentation. • Administrative assistance and team coordination. • Research, problem-solving, and general online business support. 💳 CHARGEBACKS & PAYMENT DISPUTES • Reviewing order and transaction details. • Investigating delivery issues and tracking discrepancies. • Gathering and organizing supporting evidence. • Preparing documentation for dispute investigations. • Assisting with chargebacks, refund disputes, and delivery claims. ⭐ CUSTOMER REVIEWS & REPUTATION MANAGEMENT Experience managing Trustpilot and Loox reviews to help brands maintain a positive online reputation. • Responding to positive, neutral, and negative reviews. • Writing personalized, professional, brand-aligned responses. • Handling complaints tactfully and empathetically. • Supporting customer satisfaction and brand credibility. 🛒 MARKETPLACE CUSTOMER SUPPORT Hands-on experience with Amazon, Maisons du Monde, and Cdiscount, handling customer inquiries, returns, refunds, exchanges, delivery issues, and product claims. 🔧 TOOLS & SOFTWARE E-commerce: Shopify Customer Support: Gorgias, Zendesk, Intercom, Help Scout Review Management: Trustpilot, Loox Marketplaces: Amazon, Maisons du Monde, Cdiscount Organization: Asana, Notion, Slack Productivity: Google Workspace (Sheets, Docs, Drive, Gmail), ChatGPT I'm a quick learner and can easily adapt to new software, CRM systems, helpdesk platforms, and internal workflows. 🌍 LANGUAGES • French: Native • English: Professional working proficiency 🚀 WHY WORK WITH ME? • 8+ years of e-commerce customer support experience. • Strong written communication and problem-solving skills. • Excellent organization and attention to detail. • Empathetic, professional, and solution-oriented approach. • Ability to manage multiple priorities independently. • Quick adaptation to new tools and processes. • Reliable, proactive, and committed to quality. 🤝 LET'S WORK TOGETHER! Whether you need a Shopify customer support specialist, an e-commerce virtual assistant, an email and live chat support agent, or someone to help manage your daily customer service operations, I can provide reliable and professional support. I'm particularly interested in long-term collaborations with businesses looking for someone who takes ownership, communicates clearly, learns quickly, and genuinely cares about their customers. Let's make your customer experience one of your competitive advantages!