Customer Support- Instore Lead

Role Overview: You are applying for the position of Instore Lead at More Retail Private Ltd (MRPL), one of India's leading Omni Channel Food & Grocery retailers. As an Instore Lead, your primary responsibility will be managing offline/store-related complaints raised via emails, inbound calls, and other channels. You will be required to lead a team, analyze data, collaborate with cross-functional teams, and ensure a seamless customer experience across offline channels. The ideal candidate should have a strong understanding of customer life cycles, issue resolution, and process optimization. Key Responsibilities: - Team Management: - Lead and manage a team of 6-8 members to handle store-related complaints efficiently and resolve them promptly. - Data Analysis & Reporting: - Prepare detailed reports and analyze data on customer feedback, complaint trends, and offline channel performance to enhance the customer experience. - Complaint Management: - Oversee the complaint process, identify bottlenecks, and ensure timely resolution of complaints raised through various offline methods. - Process Improvement: - Identify disruptions in the customer life cycle and collaborate with cross-functional teams to implement process improvements related to offline support. - Quality Tracking & Data Hygiene: - Monitor data accuracy in tracking systems, document all customer complaints, and ensure resolution in line with quality standards. - Cross-Functional Collaboration: - Work closely with internal teams such as Customer Support, Operations, and Product to address customer issues and implement effective process changes. - Documentation & Reporting: - Maintain thorough documentation of process changes, customer escalations, and key insights. Present regular reports to senior management on offline performance and improvements. - Continuous Improvement: - Stay updated on customer support trends and tools, implement initiatives to enhance team performance, process efficiency, and customer satisfaction. Qualifications: - Bachelors 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 with experience in data reporting and tracking systems. - Excellent communication and collaboration skills to work effectively across departments. - Familiarity with CRM systems and complaint tracking tools. Key Skills: - Leadership & Team Management - Data Analysis & Reporting - Process Optimization - Complaint Management - Quality Control & Data Hygiene - Cross-Functional Collaboration - Excellent Communication & Problem-Solving,