Customer Support- Chat Support Agent

1 month ago

Mumbai Maharashtra, India Moreretail Full time

**Customer Support
- Chat Support Agent - Customer Escalations & Callbacks**:
0020024, Mumbai, Maharashtra, India

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- Department- Customer Support- Job posted on- Nov 21, 2024- Employment type- Onroll BE**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**:
**Key Responsibilities**:

- ** Customer Chat Management**:
Respond to customer queries within 1-2 minutes of receiving a chat, ensuring that all communication is clear, grammatically correct, and addresses the customer’s concerns effectively.**Escalation Handling**:
Identify escalations during chats and promptly raise them to the appropriate internal teams for resolution. Ensure a seamless handoff and follow up on escalations to guarantee timely resolution.**Callbacks**:
Perform callbacks to customers when required, ensuring professional and prompt communication to resolve customer issues efficiently.**Multitasking & TAT Monitoring**:
Manage multiple chat conversations simultaneously while maintaining a high standard of customer service. Monitor the TAT (Turnaround Time) for both chats and callbacks, ensuring timely updates and resolution.**Cross-Functional Collaboration**:
Work closely with various internal teams (Product, Operations, Support) to coordinate solutions for escalated cases and provide feedback from customers for process improvement.**Issue Understanding & Resolution**:
Analyze and understand the customer's issue thoroughly, ensuring the most appropriate and effective solution is provided. Communicate resolutions to customers promptly and clearly.**Case Management & Follow-up**:
Track ongoing cases, ensuring timely updates are provided to the customer. Maintain a close watch on unresolved cases and escalate further when necessary.
- ** Tracker Maintenance**:
Maintain detailed records of chat interactions, escalations, and resolutions in internal trackers to ensure data accuracy and accountability.

**Qualifications**:

- Proven experience in chat support or customer service roles.- 6 days working and rotational week off- Any south language capability- Excellent written English with strong grammar and communication skills.- Ability to multitask and respond quickly to multiple chats and escalations.- Strong problem-solving abilities and attention to detail.- Familiarity with escalation processes and handling customer issues.- Proficiency in using customer service tools and maintaining trackers.
- Team player with experience in coordinating with cross-functional teams.

**Key Skills**:

- Chat Support & Written Communication- Escalation Management- Multitasking & Time Management- Callbacks & Follow-up- Cross-Functional Collaboration- Problem-Solving & Attention to Detail
- TAT Monitoring & Tracker Maintenance

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