Customer Support Executive

More Retail; Mumbai; Sur place; INR 180 000 - 300 000; Plein temps

Résumé du poste

More Retail in Mumbai is seeking a Customer Support Agent to handle queries and escalations across Email and Chat, working six days a week with rotational off days. The role requires strong communication, multitasking, and a customer-first mindset, with the ability to coordinate with internal teams and maintain escalation trackers.

You will resolve issues within defined SLA/TAT, provide timely updates to customers, and maintain accurate records in Excel.

Qualifications

• Graduate with relevant degree.
• Prior customer support experience preferred.
• Familiarity with SLAs and escalation handling is a plus.

Responsabilités

• Handle customer queries and escalations via Email & Chat.
• Respond to customer complaints within the defined SLA/TAT.
• Coordinate with internal teams to investigate and resolve issues.
• Provide timely updates to customers regarding the status of complaints.
• Maintain accurate records and escalation trackers in Excel.
• Ensure proper follow-ups and closure of customer complaints.
• Identify recurring issues and highlight them to the team.

Connaissances

Communication skills

Customer support

Multitasking

Typing speed

Excel proficiency

Formation

Bachelor's degree

Outils

Microsoft Excel

Description du poste

Location - Andheri Marol
Working Days- 6 days with rotational weak off
Working time - 10:00 Am to 7:00 Pm ( Rotational Day time )

We are looking for a Customer Support Agent who will handle customer queries and escalations across multiple platforms such as Email & Chat. The role requires strong communication skills, the ability to multitask, and a customer-first mindset.

The candidate will coordinate with internal teams, maintain escalation trackers, and ensure all customer concerns are resolved within the defined turnaround time.

Key Responsibilities

• Handle customer queries and escalations through Email & Chat
• Respond to customer complaints within the defined SLA/TAT.
• Coordinate with internal teams to investigate and resolve customer issues.
• Provide timely updates to customers regarding the status of their complaints.
• Maintain accurate records and escalation trackers in Excel.
• Ensure proper follow-ups and closure of customer complaints.
• Identify recurring issues and highlight them to the team.

Required Skills

• Strong written and verbal communication skills.
• Experience in customer support or escalation handling.
• Good typing speed and multitasking ability.
• Proficiency in Microsoft Excel (tracker management).
• Ability to work in a fast-paced environment.

Additional Skills (Preferred)

• Knowledge of South Indian languages such as Kannada , Tamil will be an added advantage.

Qualifications

• Any Graduate
• Prior Customer Support / Customer Service experience preferred