Job Description

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