Lead Crew Captain

We are seeking a Lead Crew Captain to manage and fulfill customer requests with a friendly and professional demeanor. This role involves taking full ownership of customer queries, coordinating between experts and users, and ensuring timely, high-quality service delivery within a 24x7 shift-based environment.

Key Roles & Responsibilities

• Request Fulfillment: Own and fulfill customer queries and tasks from start to finish.
• Customer Engagement: Ensure quick and timely responses while maintaining a friendly and helpful demeanor.
• Profile Management: Keep customer profiles updated and identify opportunities to offer a delightful experience.
• Coordination: Act as a bridge between experts and users to ensure queries are resolved in a timely and contextual manner.
• Context Provision: Provide necessary context to ensure appropriate and efficient responses.

Ways of Working

• This is a 24x7 service that operates on a pre-planned, rotational shift roster.
• Team members work 5 days a week, which includes working on Saturdays and/or Sundays based on the schedule.
• Work from the office is mandatory on all working days.
• The shifts are divided into three main periods: morning, evening, and a small late-night team.

Skills Required

• Experience in concierge services or related hospitality industries (e.g., hotel reception/concierge).
• Experience as a call center agent for premium/luxury segments or in an EA/PA role for C-Suite executives.
• Ability to follow SOPs and processes while maintaining a helpful demeanor.
• Excellent communication skills, attention to detail, and a warm, professional demeanor.