Swiggy - Assistant Manager - Customer Experience & Delight Agent

AM - Customer Experience and Delight Agent

Description:

- Way of working: Office/Field

- Employees will work full time from their office base location in Bangalore.

- RARE is a premium personal assistant service designed to save customers time, money, and effort.

- Tailored to meet the demands of busy professionals, RARE 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.

- RARE 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.

- By streamlining customers' daily tasks and taking care of the details, RARE ensures they can focus on what truly matters, whether it's work, family, or personal goals.

- With a commitment to efficiency, reliability, and personalized solutions, RARE empowers customers to live smarter, achieve more, and reclaim your time.

- Tracking for assigned users

- Track list of pending/completed requests by users, and identify areas of delight.

- Highlight any cases of multiple pending requests with a user.

- Flag cases for request/update consolidation where appropriate and nudge agents for coordinated management of clubbed requests.

- Maintain a live list of rewards/delights/offers available for deployment.

- Maintain customer data including profile, preferences, past interactions, completion rate, etc.

- Delight Delivery

- Identify delight eligibility based on transaction value, customer status, past engagement history, or any other factor basis SOP/objectives.

- Identify reward and delight as appropriate to the task/user

- Track feedback on delight delivery

Background:

- 3+ years in customer experience, loyalty programs, or concierge roles

- Strong creativity and customer-centric mindset

- Experience/Passion for creating engagement or delight initiatives

KRAs:

- Identify and execute customer delight opportunities.

- Ensure appropriate tagging and clubbing of unfulfilled requests

- Improve overall customer experience

KPIs:

- Engagement Rate:

- Positive feedback from delight interactions

- Retention rate improvement

- Customer satisfaction score at user level

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, disability status, or any other characteristic protected by the law."