Customer Support- Email Support Agent – Customer Escalations

1 week ago

Mumbai, 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 skilled and efficient Email Support Agent to handle customer escalations within 24 hours of receiving a complaint. The role requires excellent communication, a strong understanding of escalation processes, and the ability to manage multiple tasks, including resolving customer issues, maintaining escalation trackers, and collaborating with internal teams.

Key Responsibilities:

Customer Escalation Handling:Respond to customer escalations within 24 hours of the complaint being raised via email, providing timely and clear communication.

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:

Email Communication

Customer Escalation Management

Team Coordination

Excel & Tracker Management

Time Management & TAT Monitoring

Problem-Solving & Attention to Detail


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