Muhammad Zaryab

Customer Support Specialist with experience across e-commerce and service environments, handling high-volume inquiries via email, chat, phone, and CRM systems. Skilled in complaint management, troubleshooting, and process optimization, with a strong focus on fast resolution and clear communication. Currently at FC Moto GmbH & Co. KG, working in customer support and complaint management within an e-commerce environment. I handle customer inquiries, returns, and complaints using Zendesk, coordinating with national and international suppliers to resolve product-related issues efficiently. I also collaborate with internal teams via Asana to improve workflows and reduce resolution times, while maintaining accurate case documentation and SLA compliance. Previously at Bullfinch, I managed daily customer inquiries across email, chat, SMS, and phone. My work included troubleshooting app and payment issues, handling contract updates and ownership transfers, sending payment reminders, and supporting non-standard cases. I used Zendesk, Slack, and Google Workspace to document cases and deliver structured, customer-focused support. Before that, at DASK Deutsch Alliance Language and Cultural Centre, I managed 100+ customer inquiries per week, achieved an 80% first-contact resolution rate, and maintained a 95% customer satisfaction score. I worked with Salesforce, ServiceNow, and JIRA to document cases and support escalation workflows.My strengths lie in structured problem-solving, customer communication, and process improvement, and I’m focused on growing into Customer Success and operations-focused roles.