Magento
Mahmoud Mohammed Kamel Bondok
Logistics Coordinator | Social Media Support | Chat & Email Support | Customer Service Team Lead
Dubai
Summary
Highly experienced and customer oriented, with experience in contact centers, Logistics coordination, Email & Chat support, handling all types of customers' transactions, while maintaining customer satisfaction, aside to proper complaining management, to enhance customer experience.
Overview
7
7
years of professional experience
5
5
Certifications
2
2
Languages
Work History
VOC OFFICER
Americana Kuwait Food Company
Sharjah
12.2021 - Current
- Handling customers' complaints and Inquiries over the social media platform “Sprinklr” either in English or Arabic
- Handling inbound & outbound calls to follow up on complaints and to contact stores to handle any complaints
- Ensure to provide customers with proper and quick help through calls, Mails, and social media
- Mainlining customer satisfaction, by going beyond customers’ expectations to provide better service
- Handling customers’ emails for inquiries and complaints
- Achieving Personal KPIs (Attendance – Adherence – AHT – FCR).
SOCIAL MEDIA SUPPORT / MARKETING ASSISTANT
Dubai
12.2019 - 06.2021
- Egypt
- Provide guidance and assist buyers on social media platforms in purchasing property for the right price under the best terms
- Promote sales through advertisements, and listing services (Semsar – Property Finder – Isqan – social media – Bayut)
- Create campaigns on social media for targeted projects
- Acquiring quality leads through paid and organic posts on social media.
SUPPORT / LOGISTICS COORDINATOR
CHAT & EMAIL, Sprii.com
Dubai
05.2019 - 10.2019
- Handling customers' complaints “Social Media or Emails” over Zendesk, to ensure proper SLA for every complaint
- Ensure to provide customers with proper and quick help through calls, Mails, and social media
- Coordinate between the customer care team and Aramex / Shipa / Fetchr Drivers
- Track all the orders on various couriers’ websites and ensure that all the invoices are provided and accurate
- Contact 3PL through email to arrange deliveries and collections
- Create collections requests on couriers’ websites (Fetchr, Posta plus) and schedule them with the customer.
CONTACT CENTER SUPERVISOR
Elabelz.com
Dubai
10.2016 - 08.2018
- Handling escalated customer calls from the call center and handling them efficiently
- Training agents on company policy and systems, as well as providing daily support for them
- Follow up on Daily delivery with 3PL and operations to ensure smooth delivery for customers
- Manage back-office team and follow up on social media customer service team
- Ensure to provide customers with proper and quick help through calls, Mails, and social media
- Preparing daily reports of all the pending orders and making sure to handle all of them
- Create, monitor, and control the process of agents' outbound follow-up calls along with inbound calls, and make sure that monthly delivery KPIs are achieved
- Design and Create call flow, score cards, and KPI’s to comply with company policy to achieve our objective
- Approval authority for transactions which include Telegraphic transfers, cash payments, store credit, and special discounts
- The decision approval for compensatory items or actions for customers.
CUSTOMER CARE / LOGISTICS COORDINATOR
Citruss TV
Dubai
08.2014 - 09.2016
- Handling inbound calls from customers in the GCC area
- 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
- Following up with the customer to ensure that he got the optimum solution regarding his complaint or inquiry
- Achieve personal KPIs (Adherence, QA, FCR, ASA)
Education
BACHELOR OF COMMERCE - Accounting And Finance
Mansoura University
Mansoura 09.2008 - 06.2011
Skills
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Accomplishments
- Digital marketing challenger track July 2021
- Digital marketing professional track October 2021
- Managing a Customer Service Team May 2019
- How to get Great Customer Service April 2019
- Service Metrics for customer service April 2019
- Working with upset customers April 2019
Software
Zendesk
Avaya
CRM
Sprinklr
Aswat
Certification
Digital marketing challenger track
Timeline
VOC OFFICER
Americana Kuwait Food Company
12.2021 - Current
Digital marketing professional track
10-2021
Digital marketing challenger track
07-2021
SOCIAL MEDIA SUPPORT / MARKETING ASSISTANT
12.2019 - 06.2021
Managing a Customer Service Team
05-2019
SUPPORT / LOGISTICS COORDINATOR
CHAT & EMAIL, Sprii.com
05.2019 - 10.2019
Service Metrics for customer service
04-2019
How to get Great Customer Service
04-2019
CONTACT CENTER SUPERVISOR
Elabelz.com
10.2016 - 08.2018
CUSTOMER CARE / LOGISTICS COORDINATOR
Citruss TV
08.2014 - 09.2016
BACHELOR OF COMMERCE - Accounting And Finance
Mansoura University
09.2008 - 06.2011
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