Mahmoud Kamel
An experienced customer service provider with 4 yrs experience in call centersAn ambitious and a highly experienced customer service provider who will always go for an extra mile to provide the best customer service possible that will ensure a satisfied and lifetime customer. I’m also a tech savvy and love to explore new software and be up to date with new technology around the globe. Always looking for the best way to get things done with efficiency and speed to not waste resources or energy.
Last Resume Update | April 28, 2019 |
Address | Dubai, United Arab Emirates |
Mahmoudkamel303@gmail.com | |
Phone Number | 0585346953 |
Experience
CUSTOMER CARE AGENT
+ Handling Inbound & outbound calls.
+ Provide customers with all the informations needed about the company’s products.
+ Confirming the data provided by customers to ensure fast delivery.
+ Co-ordinate between different parties and divisions to ensure customer satisfaction.
+ Contacting 3PL to arrange deliveries and collections.
+ Create collections request on couriers’ websites ( Aramex, UPS, Fetchr ) and schedule them with the customer.
+ Preparing daily reports of all the pending orders to finalize them.
+ Handling customers complaints over calls, Chat, or Emails.
+ Peer mentor the new employees.
+ Handling customers' complaints over ( Zendesk, CRM, KustomerApp ) to ensure proper SLA for every complaint.
+ Achieve personal KPIs (Adherence, QA, FCR, AHT)
+ Co-operate with the operation team to ensure faster delivery for orders.
CUSTOMER CARE & SOCIAL MEDIA REPRESENTATIVE
+ Handling inbound calls from customers in GCC area.
+ Finish the tasks asked by the team leader over the day.
+ Contacting 3PL to arrange deliveries and collections
+ Co-operating with the team to achieve our monthly delivery target.
+ Responsible to finalize online daily orders on Magento system.
+ Check for stock availability and ensure the stock is updated regularly
+ Proceed with the refund requested by customers and check all the payments on the gateway system.
+ Perform outbound calls with customers when needed to confirm their orders.
+ Achieve personal KPIs (Adherence, QA, FCR, ASA)
+ Assist customers using social media whatsapp, web chat and E-mails.
+ Sending E-mails for the updates on orders and answers customer's questions.
Education
BACHELOR OF COMMERCE
Accounting specialization