محمد زبير

Handling customer queries on Web Chat. And voice
Documenttechnical solutions, troubleshooting steps, and best practices
to support knowledge sharing and reduce future escalations.
Identifyand escalate priority issues to the Team Leaderand Ops Team.
Resolve customer complaints, issues, and disputes effectivelyto ensure
customersatisfaction.

Respond to customer inquiries and issues through chat in a professional,
courteous, and timely manner.
Provide accurate information about products, services, policies, and
procedures.
Handle customer complaints, provide appropriate solutions and
alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customeraccounts.

Managed and resolved customer internal ticket requests within defined
SLAs, ensuringtimelyand accurate issue resolution.
Handled email communications professionallyto address client queries,
provide updates, and ensure customersatisfaction.
Monitored and prioritised incoming service requests to maintain workflow
efficiencyand meet process targets.
Collaborated with cross-functional teams to identify recurring issues and
support process improvements.