Jeanette Kobak
Võru,Võrumaa
Summary
I am a multilingual ( English, Swedish, Finnish, Estonian)Customer Support Manager with comprehensive experience in overseeing customer service teams, improving support procedures, and enhancing overall customer satisfaction. I have many years of experience within E- Commerce and Saas as Shopify. I have experience in both Product Management and CS Account Management. I bring strong skills in problem-solving, team leadership, and communication. Previous roles have resulted in improved efficiency of support services and increased customer loyalty. Experienced in fast-paced environments and adaptable to last-minute changes. Committed to improving customer satisfaction and driving positive outcomes.
Overview
10
10
years of professional experience
Work History
Finnish/Swedish CSR/ Shopify Product Management
Mohammed El Khalil Oulhaci
01.2025 - Current
- Responding to customer requests for products, services, and company information.
- Translating product descriptions, updating website policies, texts etc.
- Managing multiple Finnish and Swedish Shopify stores.
- Dealing with Klarna Disputes in a timely manner.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Finnish/ Swedish Customer Support Specialist/Team Leader Manager
Messenio OÜ
Tallinn
06.2015 - 03.2025
- I worked as a bilingual CSR and Team Lead, answering client emails via a ticket system Freshworks in both Finnish and Swedish.
- I answered emails concerning products, shipment issues, invoices, complaints, police reports, and much more.
- I also supervised the phone support and conducted team meetings.
- Ensured compliance with applicable laws, regulations, and industry standards relating to consumer protection.
- Analyzed trends in customer behavior to identify opportunities for improvement in the customer experience.
- Provided feedback to customers regarding product features and usage instructions.
- Generated ideas for new products or services based on insights from current customers.
- Trained new customer support staff members on proper use of software, systems, and customer service protocols.
- Conducted regular meetings with team members to discuss progress and areas for improvement.
- Managed vendor relationships related to third-party services used by the company's customers.
- Maintained detailed records of all interactions with customers using CRM software tools.
Fnnish Customer Support Agent/Operations Team Leader
Summit Ecom Ltd
Dubai
10.2020 - 10.2021
- I was responsible for the customer service of Finland, including answering customer questions and concerns via email and Facebook Messenger, and communicating with the suppliers about orders when there were issues or if they were not fulfilled on time.
- I also maintained part of the Facebook page by posting daily and replying to comments.
- Tools I mastered: Shopify, Gorgias, Facebook Messenger/comments, Slack, Google Drive, and Google Spreadsheets.
- I was responsible for translating and proofreading the product and other pages of the Finnish web shop, as well as the email marketing campaigns.
- I successfully supervised, guided, and motivated a team of three Customer Service Agents. I led weekly 1-on-1 meetings with my team members and made sure that the stores I was in charge of were running smoothly.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Participated in regular meetings with senior leadership to provide updates on team progress.
Swedish Customer Service Representive/Phone/Email Support Representative
TRANSCOM GRUPP OÜ
Tallinn
06.2012 - 10.2012
- I worked in Tallinn at a Call Center for a month with training and then continued at a homebased office
- I took inbound calls from Sweden and made orders from different catalogues and also gave information and advice when problems occured with the orders, packages, deliveries and payments.
- Kept accurate records of customer support interactions using defined methods and tools.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
FInnish/ Swedish Customer Support Agent/Sales Agent
HURTIGRUTEN ESTONIA OÜ
Tallinn
02.2010 - 08.2010
- I handled inbound calls from customers in Finnish, Swedish and English
- I booked cruise trips, gave information concerning the ships and everything around it, took credit card payments
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Education
Secondary education -
Virginska Skolan
Sweden01.2002
Elementary education -
Pärnu Vanalinna Põhikool
Estonia01.2000
Skills
- Bilingual communication
- Customer service
- CRM management
- Data analysis
- Regulatory compliance
- Team leadership
- Employee training
- Conflict resolution
- Vendor management
- Email marketing ( Klaviyo)
- Product management
- Training and mentoring
- Empathy and patience
- Proficient in Shopify
- Organizational skills
- Attention to detail
- Problem-solving abilities
- CRM software expertise
- Retail store support
- Inbound and outbound calling
- Stock management
- Payment processing( Klarna)
- Creative problem solving
- Customer relationship management (CRM)
- CS Account Management
- Store maintenance
- Refund management
- Product sales
- Administrative support
- Problem resolution
- Email management
Additional Information
I am married and have 3 wonderful children. My passion is music and healthy living. I love to dance, sing and write music. I am a fan of the beach and playing volleyball. I like going to the gym and to eat healthy and take care of my mind, body and soul.
Customer Success Manager
- Assisting
- Administration
- Actuary
- Customer Success Manager
- Customer Support Manager
Work Type
- Employee
- Contract worker
Working Time
- Full-time
- Part-time
Locations
Home office
Personal Information
- Date of Birth: 09/16/85
- Gender: Female
Languages
- English, C2, C2, C2, C2, C2
- Estonian, C2, C2, C2, C2, C2
- Swedish, C2, C2, C2, C2, C2
- Finnish, C2, C2, C2, C2, C2
- Spanish, A2, B1, A2, A2, B1
Driving Skills
01/01/05, A1
Computer Skills
Advanced knowledge of different CRM systems. I have worked many years with Saas software platform Shopify. I have used the last 10 years different CS software tools as Zoho, Freshworks, Gorgias and Zendesk.
Affiliations
- I love dancing Salsa and Bachata
- My love is the beach and ocean
- I am passionate about health, eating healthy, walking, Pilates, Yoga etc.
Languages
Finnish
First Language
Swedish
Advanced (C1)
C1
English
Advanced (C1)
C1
Estonian
Proficient (C2)
C2
References
References available upon request.
Interests
Dancing, Singing, Beach walks, Volleyball, Yoga, Pilates
Software
Shopify
Freshworks
Timeline
Finnish/Swedish CSR/ Shopify Product Management
Mohammed El Khalil Oulhaci
01.2025 - Current
Fnnish Customer Support Agent/Operations Team Leader
Summit Ecom Ltd
10.2020 - 10.2021
Finnish/ Swedish Customer Support Specialist/Team Leader Manager
Messenio OÜ
06.2015 - 03.2025
Swedish Customer Service Representive/Phone/Email Support Representative
TRANSCOM GRUPP OÜ
06.2012 - 10.2012
FInnish/ Swedish Customer Support Agent/Sales Agent
HURTIGRUTEN ESTONIA OÜ
02.2010 - 08.2010
Secondary education -
Virginska Skolan
Elementary education -
Pärnu Vanalinna Põhikool
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