Crew Captain

3 weeks ago

Bengaluru India Instamart Full time

Job Description

Crew 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, 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.)
- 25 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

- High responsiveness and proactivity
- Efficient task planning and fulfillment
- Strong adherence to desk-specific SOPs
- High user satisfaction and service delight

KPIs

- Task Completion Rate
- Customer Satisfaction Score
- Turnaround Time (TAT) per task
- SOP Compliance %
- First Response Time

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