Crew Captain View Jobs

1 week ago

Bengaluru Karnataka, India Swiggy Full time

**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.

**Desk Allocation**:
**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.)
- 2-5 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**:
1. High responsiveness and proactivity

2. Efficient task planning and fulfillment

3. Strong adherence to desk-specific SOPs

4. High user satisfaction and service delight

**KPIs**:
1. Task Completion Rate

2. Customer Satisfaction Score

3. Turnaround Time (TAT) per task

4. SOP Compliance %

5. First Response Time

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