Customer Support- Inbound Call Agent – Multilingual Support

3 weeks ago

Mumbai, Maharashtra, India More Retail Full time

About More Retail Private Ltd (MRPL)

MRPL is one of India's largest and fastest-growing Omni Channel Food & Grocery retailers. MRPL is committed to building India's most customer-obsessed business with the world's best omnichannel food and grocery experience and all of this on a massive scale.

Job Overview:We are looking for a confident and empathetic Inbound Call Agent with proficiency in at least one South Indian language (Tamil, Telugu, Malayalam, or Kannada), in addition to English or Hindi. The agent will handle inbound customer calls, listen attentively, note escalations, and coordinate with relevant teams to provide effective resolutions. The ideal candidate will also maintain detailed records, ensure proper escalation of major issues, and have experience using Google Forms for data management.

Key Responsibilities:

Multilingual Call Handling:Manage inbound customer calls in English or Hindi and at least one South Indian language (Tamil, Telugu, Malayalam, or Kannada). Communicate clearly, confidently, and professionally with customers.

Escalation Recording & Issue Resolution:Listen attentively to customers, and accurately note down escalations and reasons for complaints. Coordinate with relevant teams during the call, ensuring the customer receives an appropriate and timely resolution.

Stakeholder Coordination:Work closely with multiple internal stakeholders while on the call to resolve customer issues. Escalate major issues to the appropriate team via email or follow-up calls if necessary.

Empathetic Customer Support:Approach customer interactions with empathy and patience, ensuring the customer feels heard and understood throughout the conversation. Maintain a calm and professional demeanor, even in challenging situations.

Data Management & Tracking:Use Google Forms to accurately record call details, customer complaints, and escalations. Maintain and update case records in trackers, ensuring all data is properly captured and stored.

Attention to Detail:Ensure all escalations, customer information, and resolutions are accurately documented. Keep a close watch on all ongoing cases and follow up with customers if needed to ensure resolution.

TAT Monitoring:Monitor the TAT (Turnaround Time) for issues raised during calls and ensure resolutions are provided within the expected timeline.

Qualifications:

Proficiency in at least one South Indian language (Tamil, Telugu, Malayalam, or Kannada) is mandatory.

6 days working and rotational week offs 

Strong verbal communication skills in English or Hindi.

Prior experience in an inbound call center or customer service role is preferred.

Ability to handle calls confidently, patiently, and professionally.

Familiarity with Google Forms for data entry and case tracking.

Excellent listening skills and attention to detail.

Ability to escalate major issues via email or call promptly.

Empathy and problem-solving skills to handle customer complaints effectively.

Key Skills:

Multilingual Call Handling (English, Hindi + South Indian Languages)

Escalation & Issue Resolution

Google Forms & Data Management

Stakeholder Coordination

TAT Monitoring

Empathy & Active Listening

Attention to Detail & Documentation

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