Crew Captain

2 days ago

Bengaluru, India Swiggy Full time

Crew Captain Role Overview: As a Captain within Swiggy’s premium personal assistance service – CREW – you will manage end-to-end fulfillment of specific client requirements related to your allocated vertical/ service area. Each desk caters to a specialized lifestyle need, and you’ll be responsible for ensuring seamless delivery, thoughtful planning, and vendor coordination. This is a customer-facing role with a focus on high ownership, creativity, and operational excellence. You’ll act as the single point of contact for the assigned category of service, from request intake to final execution. Key Responsibilities: * Handle user requests from intake to fulfillment within your assigned service desk (Travel, Events & Gifting, Govt/ Official process guidance, and Visa). * Plan, coordinate, and execute tasks by engaging relevant third-party vendors or agencies. * Communicate clearly and empathetically with the client, ensuring timely updates and delightful service. * Customize solutions based on client preferences and context. * Track request status, vendor performance, and user satisfaction metrics. * Adhere to SOPs while applying creative problem-solving to enhance service delivery. Desk Allocation: Candidates will be assigned to dedicated desks based on the nature and relevance of their prior experience. Desk categories include events, travel, Gifting, government/documentation, and Visa support. Ways of Working: * CREW is a 24x7 service; Crew Captains work in rotational shifts (5 days/week). * Weekend availability is required based on the roster. * Work From Office is mandatory for all working days. * The primary working shift is from morning to evening. Some desks may have late-night shifts. * If you meet the above background and are also deeply enthusiastic about either travel, food, lifestyle, shopping, spotting trends, or event planning, you would fit right in. Background for Hiring: * College graduates (MBA, BBA, B.Com, B.Tech, etc.) * 2–5 years of experience in one of the listed verticals. * Background in event planning, travel itinerary designing, visa assistance, restaurant onboarding & partnerships, and handling social media for food brands * Excellent communication and coordination skills. * Ability to follow SOPs while thinking creatively for premium service delivery. * Strong vendor interaction or planning background. * Punctuality in working from the office. KRAs: 1. High responsiveness and proactivity 2. Efficient task planning and fulfillment 3. Strong adherence to desk-specific SOPs 4. High user satisfaction and service delight KPIs: 1. Task Completion Rate 2. Customer Satisfaction Score 3. Turnaround Time (TAT) per task 4. SOP Compliance % 5. First Response Time

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