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Role & responsibilities

This is a customer-facing, operations-heavy role focused on task management, customer

interaction, and vendor coordination, with a strong emphasis on service excellence.

1. Request fulfillment

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

2. Request Management

a. Maintain a list of pending tasks and open conversations

b. Track closure time and customer satisfaction

c. Appropriately mark conversation status

d. Track vendor lists and update data on performance of each vendor

e. Task governance

i.

Provide estimate for TAT immediately upon receipt of task

ii.

Provide answers/solutions from pre determined catalogue

iii.

Refer to customer profile and order history for each task and customise

iv.

Ensure lowest possible TAT

3. Vendor Management

a. Provide vendor team consistent feedback on quality of vendors

b. Escalate any vendor related issues to vendor team immediately

Preferred candidate profile

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 persona4. Strong organizational skills, attention to detail and ability to work within tight TATs

5. Good to have

a. 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

b. Familiarity with vendor management

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

5 days a week in rotational shifts (Including Night)

Should be open to working on Saturdays and/or Sundays sometimes based on the roster