
Crew Captain
3 days ago
Crew Captain L4 1 List Management Maintain a list of pending tasks and open conversations Track closure time and customer satisfaction Appropriately mark conversation status Track vendor lists and update data on performance of each vendor 2 Ownership of customer query and task Ensure quick response and timely completion of task as assigned Consistent and timely follow up with users to ensure successful fulfilment Have a friendly and helpful demeanour towards customers Maintain and update customer profile Offer delight opportunities where appropriate 3 Task completion Provide estimate for TAT immediately upon receipt of task Provide answers solutions from pre determined catalogue Refer to customer profile and order history for each task and customise Ensure lowest possible TAT 4 Vendor Management Provide vendor team consistent feedback on quality of vendors Escalate any vendor related issues to vendor team immediately Ways of working As CREW is a 24x7 service our team works in shifts as per a pre-planned roster Captains would be working 5 days a week in rotational shifts - which means that they Should be open to working on Saturdays and or Sundays sometimes based on the roster Work from office is mandatory for any working day including weekends There are 3 shifts 2 mains shifts - Morning evening and one small team - late night Background for hiring College graduates MBA BBA B Tech B Com etc Ability to follow SOP and process with friendly and helpful approach towards customers Excellent communication skills attention to detail and friendly persona Strong organizational skills attention to detail and ability to work within tight TATs Good to have 2 years experience in concierge service OR related hospitality industries like hotel reception concierge OR customer service as call center agent for premium luxury segments OR EA PA role for C-Suite Familiarity with vendor management KRAs High responsiveness Efficiency in taking and closing out requests Strong adherence to SOPs High customer satisfaction KPIs First Response Time Average Handle Time Task Completion Rate Compliance with SOPs by request Customer Satisfaction Score at request level
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Crew Captain View Jobs
3 days ago
Bengaluru, Karnataka, India Swiggy Full time**Crew Captain (L4)** **1. List Management** - Maintain a list of pending tasks and open conversations. - Track closure time and customer satisfaction. - Appropriately mark conversation status. - Track vendor lists and update data on performance of each vendor. **2. Ownership of customer query and task** - Ensure quick response and timely completion of...
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Manager - Cx & Ops
7 days ago
Bangalore, Karnataka, India Swiggy Full timeBusiness Unit CREW Location Bangalore About the Business Swiggy is building a premium lifestyle and travel service that combines AI-powered technology with a dedicated human concierge team to bring unparalleled convenience in lives for high-value customers The business caters to use cases across travel planning restaurant reservations event and...
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▷ [15h Left] Manager - Cx & Ops
2 weeks ago
Bangalore, Karnataka, India Swiggy Full timeJob Title Manager - Customer Experience Operations Business Unit CREW Location Bangalore Reporting To Senior Manager - CX Operations About the Role The Manager ensures seamless operations and premium customer experiences for the AI-powered Personal Concierge service The role leads and coordinates frontline teams Captains and Team Leads to...