Am - Customer Experience and Delight Agent View Jobs

5 days ago

Bengaluru Karnataka, India Swiggy Full time

**Way of working - Office/Field : Employees will work full time from their office base location in Bangalore**
- **_
Tracking for assigned users_**
- Track list of pending/completed requests by users, and identify areas of delight
- Highlight any cases of multiple pending requests with a user
- Flag cases for request/update consolidation where appropriate and nudge agents for coordinated management of clubbed requests
- Maintain a live list of rewards/delights/offers available for deployment
- Maintain customer data including profile, preferences, past interactions, completion rate, etc.
- **_ Delight Delivery_**
- Identify delight eligibility based on transaction value, customer status, past engagement history, or any other factor basis SOP/objectives
- Identify reward and delight as appropriate to the task/user
- Track feedback on delight delivery

**_ #Background:_**
- 3+ years in customer experience, loyalty programs, or concierge roles
- Strong creativity and customer-centric mindset
- Experience/Passion for creating engagement or delight initiatives

**_ #KRAs:_**
- Identify and execute customer delight opportunities.
- Ensure appropriate tagging and clubbing of unfulfilled requests
- Improve overall customer experience

**_ #KPIs:_**
- Engagement Rate:

- Positive feedback from delight interactions
- Retention rate improvement
- Customer satisfaction score at user level

**_ "We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law"_

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