Customer Support- Email Support Agent

3 days ago

Mumbai Maharashtra, India Moreretail Full time

**Customer Support
0020024, Mumbai, Maharashtra, India

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- Department- Customer Support- Job posted on- Nov 21, 2024- Employee Type- Onroll BE- Experience range (Years)- 1 year - 5 years**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 Escalation Handling**:
**Coordinating with Internal Teams**:
Liaise with relevant teams to understand the issue raised in the escalation and ensure a resolution is provided.-
**Customer Communication**:
Act as a mediator between the customer and internal teams, updating the customer on the status and final resolution of their issue.-
**Escalation Management**:
Monitor and ensure that all escalations are addressed within the set TAT (Turnaround Time), keeping track of any delays and ensuring timely follow-ups.-
**Tracker Management**:
Maintain accurate and up-to-date records of escalations, customer interactions, and resolutions in an Excel tracker. Ensure data hygiene and report any recurring issues or trends.-
**Excel Proficiency**:
Use Excel to manage, update, and analyze escalation data. Create and maintain trackers to monitor the status and resolution timelines of customer complaints.- ** Process Adherence**:
Follow company protocols and procedures for customer interactions and escalations, ensuring that customer issues are handled efficiently and professionally.

**Qualifications**:

- Proven experience in customer support or similar roles, preferably with exposure to escalation handling.- Strong communication skills, both written and verbal.-
- Good typing speed and accuracy in handling multiple customer queries.-
- Proficiency in Microsoft Excel, with experience in creating and maintaining trackers.-
- Ability to work in a fast-paced environment and manage escalations within deadlines.-
- Excellent problem-solving skills and attention to detail.-
- Working 6 days a week- Rotational week off

**Key Skills**:
- Customer Escalation Management-
- Team Coordination-
- Excel & Tracker Management-
- Time Management & TAT Monitoring- Problem-Solving & Attention to Detail

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