Crew Captain

Swiggy


Date: 3 weeks ago
City: Bengaluru, Karnataka
Contract type: Full time
Lead Crew Captain (L5)

  • 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.
  • 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.
  • 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.
  • 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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