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. Purpose of the Role The custodian of this role will monitor the customer support department\'s day-to-day functions and respond to escalated customer service problems. Principal Responsibilities Improving customer satisfaction by implementing customer support processes. Creating and revising customer service policies, as well as promoting their implementation. Informing the team of all new information related to services, procedures, and trends. Monitoring Agencies, tracking their performances, and improving customer support. Hiring and training new customer service agents. Overseeing and evaluating the Operation Team\'s productivity. Resolve the core problems identified through CX with internal stakeholders for better efficiency Maintaining accurate records and documenting all customer service activities and discussions. Responding to customer service issues in a timely manner. Design, manage and facilitate NPS surveys and other transactional surveys to measure customer satisfaction / loyalty. Utilize strong database skills to work with large, complex data sets to extract insights. Identify new internal and external data sources to support analytics initiatives. Participate in customer journey improvement programs. Responsible for Customer Experience score growth i.e. NPS, CSAT, & CES across channels. Education and Experience A bachelor\'s or master\'s degree in business, or a related field. A minimum of 7-10 years of experience in a customer experience role Proven experience as a customer support specialist, preferably within a similar environment. Strong leadership and management skills. Top-notch oral, written, and interpersonal abilities. Affinity for multitasking with precision. Capacity to accept and utilize constructive criticism. Prior experience in a managerial or supervisory role will be advantageous. Excellent knowledge of using and implementing CRM Platforms Good understanding of management practices and techniques. Proficiency in Microsoft Office and customer service software. Understanding & Usage of Analytical Tools & SQL is a must. Experience in the Retail industry will be preferred. Values Collaboration Customer Obsession Frugality Innovation Grit Integrity Growing Talent

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