Zahid Mahmood
Customer Support Specialist
Lahore
Summary
Customer support specialist with 6+ years of experience with USA company eBooksweb in resolving customer inquiries, managing complaints, and ensuring high satisfaction rates. CRM Software proficiency to meticulously document interactions and contribute to service improvements. Transformed challenging situations into positive customer experiences, ensuring loyalty and trust. Committed to maintaining the highest standards of support across multiple platforms including Amazon, eBay, AbeBooks, Alibris, and Biblio.
Overview
6
6
years of professional experience
1
1
Language
Work History
Customer Support Representative
EBooksweb
05.2019 - 06.2025
• Provided comprehensive customer support across Amazon, eBay, AbeBooks, Alibris, and Biblio, managing an average of 70+ inquiries daily via phone, email, and live chat, achieving a 90% + customer satisfaction.
• Given expert performance for complex issues, including order management, shipping logistics, returns, refunds, payments, and account management.
• Navigated and applied distinct platform policies, such as Amazon's A-to-Z Guarantee and FBA/FBM returns, eBay's Money Back Guarantee and dispute resolution processes.
• Demonstrated understanding of logistics, international customs, shipping carriers, and tracking systems, resolving common delivery issues across diverse regions.
• Utilized CRM software (e.g., Neatoscan) to meticulously document customer interactions and ensure accurate record-keeping.
Education
University of The Punjab
Lahore08-1989
Intermediate - Science
Govt. Islamia College Civil Lines
Lahore 04.2001 -
Skills
Good Communication
Problem-Solving
Empathy and Patience
Time Management
CRM Software Proficiency
Team Collaboration
Timeline
Customer Support Representative
EBooksweb
05.2019 - 06.2025
Intermediate - Science
Govt. Islamia College Civil Lines
04.2001 -
University of The Punjab
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