Customer Support- Chat Support Agent

As a Chat Support Agent at More Retail Private Ltd (MRPL), you will play a crucial role in providing efficient and effective customer support through written English communication. Your responsibilities will include managing customer chats, handling escalations, conducting callbacks, and collaborating with internal teams to ensure timely issue resolution. In this role, you will be expected to respond to customer queries promptly, within 1-2 minutes of receiving a chat. Your communication should be clear, grammatically correct, and focused on addressing customer concerns effectively. Additionally, you will be responsible for identifying escalations during chats and escalating them to the appropriate teams for resolution. Ensuring a seamless handoff and follow-up on escalations will be essential to guarantee timely issue resolution. As a Chat Support Agent, multitasking will be a key skill as you manage multiple chat conversations simultaneously while maintaining high-quality customer service standards. You will also be required to monitor the Turnaround Time (TAT) for both chats and callbacks, providing timely updates and resolutions to customers. Collaboration with internal teams such as Product, Operations, and Support will be crucial in coordinating solutions for escalated cases and gathering customer feedback for process improvement. Your ability to understand and analyze customer issues thoroughly will ensure that appropriate and effective solutions are provided in a timely manner. Maintaining detailed records of chat interactions, escalations, and resolutions in internal trackers will be part of your responsibilities to ensure data accuracy and accountability. Your qualifications should include proven experience in chat support or customer service roles, proficiency in written English with strong grammar skills, multitasking abilities, problem-solving skills, and familiarity with escalation processes. If you are a team player with excellent communication skills and the capability to coordinate with cross-functional teams, this role offers an opportunity to showcase your skills in chat support, escalation management, multitasking, and collaboration for providing exceptional customer service at MRPL.,