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 be responsible to identify and analyse the customer complaint and take an overview on quantam of complaints, type of queries, top issues. Principal Responsibilities: Identifying non performing stores/format/regions etc, where we are facing NPS challenge and improvising NPS score. Follow up with business - action the solutions, last mile , own the actions, see if result improving 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 Teams 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 MBA in Marketing preferred 3-5 years of post MBA experience Experience in managing customer service escalations. Strong working knowledge in improving customer satisfaction by implementing customer support processes Values Collaboration Customer Obsession Frugality Innovation Grit Integrity Growing Talent

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