Céline De Clercq

• Serve as the first point of contact for retail customers and B2B partners, including resellers and distributors, via email, phone and chat, using Zendesk to manage complex product, warranty, logistics and compatibility enquiries.
• Implemented Zendesk for Irix Lens as the central platform for retail and B2B enquiries, creating a more structured approach to case management and follow-up.
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• Led a multilingual content and customer-operations team across French, Spanish and English markets within an international e-commerce business generating more than €10M in annual revenue. Managed hiring, onboarding, coaching, workload and quality.
• Led a greenfield migration from Gmail-based support to Zendesk across three brands and language markets, translating two years of frontline experien

• Managed customer support via phone and email in Spanish, English and French
• Assisted customers with product inquiries, orders, and returns
• Maintained high service quality in a fast-paced e-commerce environment

• Provided customer support in English, Spanish, French, and Dutch via phone and email
• Acted as a point of contact for both customers and property owners, coordinating communication between both parties
• Helped new property owners create and update their properties in the internal system, including availability, pricing, and booking rules
• Guided property owners through the booking system and

Pursued a Master in Translation with a focus on French and Spanish within the field of Applied Linguistics.

Completed a Bachelor's degree in Applied Linguistics with a focus on French and Spanish.