
Crew Captain
3 weeks 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
3 weeks ago
Bangalore, Karnataka, India Swiggy Full timeCrew Captain L4 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 ...
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Am - Training & Quality
3 weeks ago
Bangalore, Karnataka, India Swiggy Full timeAssistant Manager - Cx Ops Bangalore On-Site CREW is a premium personal assistant service designed to save customers time money and effort Tailored to meet the demands of busy professionals CREW offers a comprehensive range of services to simplify their lives and enhance their experiences For travel we handle everything from flight bookings and...
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Manager - Cx & Ops
4 weeks 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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Assistant Manager
1 day ago
Bangalore, Karnataka, India Swiggy Full timeAssistant Manager - Customer Experience Delight Restaurant Vertical Business Unit CREW Location Bangalore On-Site 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...