Front End Executive / International Voice Process

Role & responsibilities

It is a premium personal assistant service designed to save customers time, money,

and effort.

Tailored to meet the demands of busy professionals, It offers a comprehensive range of

services to simplify their life and enhance their experiences:

- For travel, we handle everything from flight bookings and visa assistance to tailored

itineraries and exclusive accommodations.

- Dining services include securing reservations at top restaurants, organizing private

dining experiences, and curating menus for special occasions.

- Our gifting solutions ensure thoughtful presents for any event, from sourcing unique

items to arranging personalized packaging and delivery.

- It also simplifies mobility by coordinating chauffeurs, vehicle rentals, or transport

solutions.

- Additionally, we assist with event planning, wellness services, and daily errands,

delivering seamless support for every aspect of your lifestyle.

Front end agents

1. List Management

a. Maintain a list of pending tasks and open conversations

b. Track closure time and customer satisfaction

c. Appropriately mark conversation status

2. Ownership of customer query and task

a. Ensure quick response and timely completion of task as assigned

b. Consistent and timely follow up with users to ensure successful fulfilment

c. Have a friendly and helpful demeanour towards customers

d. Maintain and update customer profile

e. Offer delight opportunities where appropriate

3. Coordinate with Expert

a. Provide necessary context to ensure an appropriate response

b. Ensure timely/contextual fulfilment of query by coordinating between expert

and user

KRAs

1. High responsiveness

2. Efficiency in taking and closing out requests

3. Strong adherence to SOPs

4. High customer satisfaction

KPIs:

1. First Response Time

2. Average Handle Time

3. Task Completion Rate

4. Compliance % with SOPs by request

5. Customer Satisfaction Score at request level

Preferred candidate profile

1. 4+ 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

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

customers

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

sathya.s@cielhr.com or 8618271268