Customer Service Representative

3 weeks ago


Mumbai, Maharashtra, India More Retail Full time

About More Retail Private Ltd (MRPL)

As a leading Omni Channel Food & Grocery retailer in India, MRPL is dedicated to delivering exceptional customer experiences.

We are seeking a skilled Chat Support Agent to join our team. This role involves providing timely and effective support to customers through chat, handling escalations, and collaborating with cross-functional teams to resolve issues.

Key Responsibilities:

  • Customer Chat Management: Respond to customer queries promptly, ensuring clear and grammatically correct communication that addresses their concerns effectively.
  • Escalation Handling: Identify and escalate complex issues to internal teams, ensuring seamless handoffs and timely resolution.
  • Callbacks: Perform callbacks to customers when necessary, maintaining professional and prompt communication to resolve issues efficiently.
  • Multitasking & TAT Monitoring: Manage multiple chat conversations simultaneously while maintaining high standards of customer service, monitoring TAT for chats and callbacks.
  • Cross-Functional Collaboration: Work closely with Product, Operations, and Support teams to coordinate solutions for escalated cases and provide feedback for process improvement.
  • Issue Understanding & Resolution: Analyze customer issues thoroughly, providing effective solutions and communicating resolutions clearly and promptly.
  • Case Management & Follow-up: Track ongoing cases, ensuring timely updates to customers and escalating further when necessary.

Requirements:

  • Proven experience in chat support or customer service roles.
  • Excellent written English with strong grammar and communication skills.
  • Able 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.

Estimated Salary: ₹200,000 - ₹400,000 per annum.



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