Lead Crew Captain

Our client is one of the countrys new-age success stories that has gone from incubation to successfully establishing a premium brand, navigated a highly successful IPO and is today one of the fastest growing companies in the service sector. One of their key growth verticals is a premium lifestyle management company offering bespoke services to busy professionals and high net-worth individuals. The vertical specializes in streamlining everyday tasks, enhancing experiences, and delivering convenience through personalized solutions. Their service portfolio spans travel planning, fine dining reservations, premium gifting solutions, and seamless mobility support.

They are currently seeking identify experienced and highly motivated professionals who can fuel the growth of the business with excellent customer understanding, perception and service delivery.

Key roles and responsibilities include: -

• Request fulfillment
• Ownership of Customer Queries and Tasks
• Ensure quick response and timely completion of assigned tasks.
• Maintain a friendly and helpful demeanour toward customers.
• Keep customer profiles updated and offer delight opportunities where appropriate.
• Provide necessary context to ensure an appropriate response.
• Coordinate between experts and users to ensure timely and contextual fulfilment of queries.

Ways of working:-

• As this 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 rotational shift)
• There are 3 shifts: 2 mains shifts - Morning, evening; and one small team - late night

Your Profile

• 2+ years of experience in concierge services OR related hospitality industries such as hotel reception/concierge OR customer service as a call centre agent for premium/luxury segments OR EA/PA role for C-Suite.
• Ability to follow SOPs and processes with a friendly and helpful approach toward customers.
• Excellent communication skills, attention to detail, and a warm, professional demeanour.