Job Description

Lead Crew Captain (L5)
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