(Only 24h Left) Customer Support- Instore Lead

1 week ago


Mumbai, India More Retail Mrpl Full time

Job Description Key Responsibilities: - Team Management: - Lead and manage a team of 6-8 members, ensuring that store-related complaints and escalations are handled efficiently and resolved promptly. - Data Analysis Reporting: - Prepare detailed reports and analyze data on customer feedback, complaint trends, and offline channel performance. Provide actionable insights to enhance customer experience. - Complaint Management: - Oversee the entire complaint process, identifying bottlenecks and systemic issues. Ensure timely resolution of complaints raised through emails, calls, and other offline methods. - Process Improvement: - Identify disruptions in the customer life cycle and collaborate with cross-functional teams to implement improvements in processes and workflows related to offline support. - Quality Tracking Data Hygiene: - Monitor and maintain data accuracy in tracking systems. Ensure all customer complaints are properly documented and resolved in accordance with set quality standards. - Cross-Functional Collaboration: - Work closely with internal teams (Customer Support, Operations, Product, etc.) to address customer issues and implement process changes effectively. - Documentation Reporting: - Maintain thorough documentation of process changes, customer escalations, and key insights from data analysis. Present regular reports to senior management on offline performance and improvements. - Continuous Improvement: - Stay updated on the latest trends in customer support and tools. Implement initiatives to enhance team performance, process efficiency, and customer satisfaction. Qualifications: - Bachelors degree in Business, Management, or a related field. - 5+ years of experience in customer support, preferably in Retail - Proven experience in team management and process improvement. - Strong analytical skills with experience in data reporting and tracking systems. - Excellent communication and collaboration skills to work across departments. - Familiarity with CRM systems and complaint tracking tools. Key Skills: - Leadership Team Management - Data Analysis Reporting - Process Optimization - Complaint Management - Quality Control Data Hygiene - Cross-Functional Collaboration - Excellent Communication Problem-Solving



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