Crew Captain View Jobs

1 week 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 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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