Am - Customer Experience And Delight Agent Job in Swiggy Careers

About RARE

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

Tailored to meet the demands of busy professionals, RARE simplifies life and enhances experiences through a wide range of services:

• Travel Services: From flight bookings and visa assistance to personalized itineraries and exclusive accommodations.
• Dining Services: Securing reservations at top restaurants, organizing private dining experiences, and curating custom menus for special occasions.
• Gifting Solutions: Thoughtful gift sourcing for any event, personalized packaging, and seamless delivery.
• Mobility Coordination: Chauffeur services, vehicle rentals, and transport solutions for convenience and ease.
• Lifestyle Support: Event planning, wellness services, and daily errands for complete lifestyle management.

By managing everyday tasks and taking care of the details, RARE allows customers to focus on what matters most be it work, family, or personal goals. With a strong commitment to efficiency, reliability, and personalized solutions, RARE empowers customers to live smarter, achieve more, and reclaim their time.

Role Responsibilities

Tracking and User Management

• Maintain a list of pending and completed user requests, identifying areas of delight.
• Monitor multiple pending requests and flag cases for consolidation where appropriate.
• Nudge agents to manage clubbed requests for better coordination and customer experience.
• Keep an updated list of available rewards, delights, and offers for deployment.
• Manage and maintain customer data, including profiles, preferences, past interactions, and completion rates.

Delight Delivery

• Identify customer delight opportunities based on transaction value, status, and engagement history as per SOPs.
• Select appropriate rewards and delights tailored to each user and task.
• Track and document customer feedback on delight delivery.

Background Requirements

• 3+ years of experience in customer experience, loyalty programs, or concierge roles.
• Strong creativity and a customer-centric mindset.
• Experience or passion for creating engagement and delight initiatives.

Key Result Areas (KRAs)

• Identify and execute customer delight opportunities.
• Ensure proper tagging and consolidation of unfulfilled requests.
• Enhance overall customer experience.

Key Performance Indicators (KPIs)

• Engagement Rate: Measured through customer interaction and participation.
• Positive Feedback: Collected from delight interactions.
• Retention Rate Improvement: Track and improve repeat customer engagement.
• Customer Satisfaction: Monitor scores at the user level to ensure high service quality.

Equal Opportunity Statement

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