AM - Travel,Hotel and Concierge Services

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

Background for hiring:

1. College graduates (MBA, BBA, B.Tech, B.Com, etc.)

2. Ability to follow SOP and process, with friendly and helpful approach towards customers.

3. Excellent communication skills, attention to detail and friendly persona.

4. Strong organizational skills, attention to detail and ability to work within tight TATs.

5. 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.

6. Familiarity with vendor management.