Christiane M.

I help e-commerce businesses keep customer service and day-to-day order operations running smoothly in German, Spanish, and English. I combine hands-on customer support with the operational work behind it, order management, returns and refunds, payment issues, shipping problems, replacements, complaints, and coordination with logistics partners. I am comfortable taking ownership of a customer case from the first message through to resolution and working independently within established processes and SOPs. I have successfully managed high-volume support workflows, including reducing a backlog of 50+ payment-related cases to fewer than five through structured follow-up and consistent case handling. I can support your team with: • Email and chat customer support • Shopify order management and order adjustments • Returns, refunds, cancellations and replacements • PayPal, Klarna and card-payment cases • Shipping, tracking and delivery issues • Warehouse, logistics and carrier coordination • Customer complaints and escalations • Customer reviews and feedback • Documentation, internal follow-up and backlog management • AI-assisted customer support workflows and quality control Tools & systems: Shopify, Gorgias, Zendesk, ClickUp, Judge.me, Billbee, PayPal and Klarna. I adapt quickly to new platforms, tools and established workflows. I am particularly interested in ongoing remote collaborations with e-commerce businesses that need reliable, hands-on support for a few hours per day or week. For German clients: Registered freelancer in Germany (Gewerbeschein vorhanden).