Customer Support- Inbound Call Agent – Multilingual Support More Retail Mrpl

1.0 - 5.0 years

3 - 6 Lacs

Mumbai, Maharashtra, India

On-site

Key Responsibilities: Multilingual Call Handling: Manage inbound customer calls in English or Hindi and at least one South Indian language (Tamil, Telugu, Malayalam, or Kannada). Communicate clearly, confidently, and professionally with customers. Escalation Recording Issue Resolution: Listen attentively to customers, and accurately note down escalations and reasons for complaints. Coordinate with relevant teams during the call, ensuring the customer receives an appropriate and timely resolution. Stakeholder Coordination: Work closely with multiple internal stakeholders while on the call to resolve customer issues. Escalate major issues to the appropriate team via email or follow-up calls if necessary. Empathetic Customer Support: Approach customer interactions with empathy and patience, ensuring the customer feels heard and understood throughout the conversation. Maintain a calm and professional demeanor, even in challenging situations. Data Management Tracking: Use Google Forms to accurately record call details, customer complaints, and escalations. Maintain and update case records in trackers, ensuring all data is properly captured and stored. Attention to Detail: Ensure all escalations, customer information, and resolutions are accurately documented. Keep a close watch on all ongoing cases and follow up with customers if needed to ensure resolution. TAT Monitoring: Monitor the TAT (Turnaround Time) for issues raised during calls and ensure resolutions are provided within the expected timeline. Qualifications: Proficiency in at least one South Indian language (Tamil, Telugu, Malayalam, or Kannada) is mandatory. 6 days working and rotational week offs Strong verbal communication skills in English or Hindi. Prior experience in an inbound call center or customer service role is preferred. Ability to handle calls confidently, patiently, and professionally. Familiarity with Google Forms for data entry and case tracking. Excellent listening skills and attention to detail. Ability to escalate major issues via email or call promptly. Empathy and problem-solving skills to handle customer complaints effectively. Key Skills: Multilingual Call Handling (English, Hindi + South Indian Languages) Escalation Issue Resolution Google Forms Data Management Stakeholder Coordination TAT Monitoring Empathy Active Listening Attention to Detail Documentation

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