Crew Captain

3 weeks ago

Bengaluru, Karnataka, India Swiggy Full time
Job Description

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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