Mohamed A.

German customer support for Shopify stores, Trustpilot reviews, and PayPal, Stripe and Klarna disputes. ✔ Top Rated Plus, 100% Job Success ✔ 1,351 hours with one client, and 1,246 with another ✔ 5,700+ hours on Upwork, almost all German e-commerce support ✔ 3+ years on the Zalando DACH account I studied German Language and Literature, and I've been doing German customer support for about six years. I started in big support centers (Zalando at Teleperformance, Sonnen at Transcom), and for the last few years I've worked directly with Shopify stores selling in Germany, Austria and Switzerland. Most of my clients come to me with the same problem: the German inbox keeps piling up, there are Trustpilot reviews nobody answered, and PayPal disputes get lost because nobody replied in time. That's the work I take off their hands. CUSTOMER SUPPORT (EMAIL AND CHAT) I reply to your customers in natural German, the way a German would write it, not like a translation. Tracking, returns, refunds, cancellations, wrong or damaged items. I work directly in Shopify and your helpdesk (Gorgias, Help Scout, Zendesk), and I close tickets instead of just answering them. If you don't have macros or a knowledge base yet, I'll write them for you. TRUSTPILOT REVIEWS I reply to every review, positive and negative. When someone leaves 1 to 3 stars, I contact them, fix the problem, and once it's solved I ask if they'd like to update their review. I only work within Trustpilot's rules. No fake reviews, no bought reviews. PAYPAL, STRIPE AND KLARNA DISPUTES I check the reason, collect the evidence from Shopify, tracking and the email history, write the response and submit it before the deadline. Everything goes into one simple sheet, so you always know which cases are open, won or lost. TOOLS Shopify, Wordpress, Gorgias, Help Scout, Zendesk, Trustpilot, PayPal, Stripe, Klarna, Salesforce Service Cloud (zCare), Google Sheets, Monday STORES I'VE WORKED FOR Zalando & Zalando Lounge, Sonnen GmbH, Epris Fragrances, Ampura, PillowDaddy, Flappie, 305 Care, Vierpfotenmarkt, Babykindwelt, Wohngartenwelt If you'd like to work together, send me your store link, your monthly ticket volume and the helpdesk you use. I'll get back to you within a few hours with an honest opinion on what you need, even if you decide not to hire me. I'm also open for test period if you need to see my performance firstly. ◡̈