Customer Support- Instore Lead

About More Retail Private Ltd (MRPL)

MRPL is one of Indias largest and fastest-growing Omni Channel Food & Grocery retailers. MRPL is committed to building Indias most customer-obsessed business with the worlds 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:

• Bachelors 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.

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  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