Customer Support- Instore Lead

As an Instore Lead at More Retail Private Ltd (MRPL), you will be responsible for overseeing and managing offline/store-related complaints raised via emails, inbound calls, and other channels. Your role will involve leading a team, analyzing data, collaborating with cross-functional teams, and ensuring a seamless customer experience across offline channels. Key Responsibilities: - Lead and manage a team of 6-8 members to handle store-related complaints efficiently and ensure prompt resolution. - Prepare detailed reports and analyze data on customer feedback, complaint trends, and offline channel performance to enhance customer experience. - Oversee the complaint process, identify bottlenecks, and ensure timely resolution of complaints raised through various offline methods. - Identify disruptions in the customer life cycle, collaborate with cross-functional teams to implement process improvements related to offline support. - Monitor data accuracy in tracking systems, document customer complaints, and ensure resolution in line with quality standards. - Work closely with internal teams to address customer issues, implement process changes, and maintain thorough documentation of key insights. - Stay updated on customer support trends, tools, and implement initiatives to enhance team performance, process efficiency, and customer satisfaction. Qualifications: - Bachelor's 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, data reporting experience, and familiarity with CRM systems. - Excellent communication and collaboration skills to work effectively across departments. Key Skills: - Leadership & Team Management - Data Analysis & Reporting - Process Optimization - Complaint Management - Quality Control & Data Hygiene - Cross-Functional Collaboration - Excellent Communication & Problem-Solving If you are passionate about delivering exceptional customer experiences and have a strong background in customer support and team management, we invite you to apply for the Instore Lead position at MRPL.,