Customer Support- Instore Lead

Job Description

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 seeking an experienced and dynamic Instore Lead to join our CRM team, with a primary focus on managing offline/store-related complaints raised via emails, inbound calls, and similar channels. This role involves analyzing data, managing a team, and collaborating with cross-functional teams to improve processes and ensure a seamless customer experience across offline channels. The ideal candidate will 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, ensuring that store-related complaints and escalations are handled efficiently and resolved promptly. Data Analysis & Reporting: Prepare detailed reports and analyze data on customer feedback, complaint trends, and offline channel performance. Provide actionable insights to enhance customer experience. Complaint Management: Oversee the entire complaint process, identifying bottlenecks and systemic issues. Ensure timely resolution of complaints raised through emails, calls, and other offline methods. Process Improvement: Identify disruptions in the customer life cycle and collaborate with cross-functional teams to implement improvements in processes and workflows related to offline support. Quality Tracking & Data Hygiene: Monitor and maintain data accuracy in tracking systems. Ensure all customer complaints are properly documented and resolved in accordance with set quality standards. Cross-Functional Collaboration: Work closely with internal teams (Customer Support, Operations, Product, etc.) to address customer issues and implement process changes effectively. Documentation & Reporting: Maintain thorough documentation of process changes, customer escalations, and key insights from data analysis. Present regular reports to senior management on offline performance and improvements. Continuous Improvement: Stay updated on the latest trends in customer support and tools. 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 with experience in data reporting and tracking systems. Excellent communication and collaboration skills to work 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