Senior Executive - Customer Delight (SWAT)

Location : Bangalore

WFO only

About the Position: The Swat Associate is the L2 solution provider for
customer's at Swiggy Platform. In addition to providing remarkable customer
experience, the Swat Executive is expected to resolve customer concern via
call, post identifying the root cause for the issue. The key expectation from
the person handling this responsibility will be to improve brand image on such
escalated calls & take absolute responsibility in managing and resolving the
complaint end to end.

Roles and responsibilities :-

· Responsible to take the ownership of the resolution process for all
the customer issues.

· To build a strong relationship with customers and resolve the
queries through calls within the assigned TAT.

Maintains high performance metrics such as quality, productivity, first
contact resolution, and
attendance.

Responsible for providing service support for customers on pre-order sand
post order service.





· Responsible for customer satisfaction through effective handling of
customer problems.

· Work requires robust analytical ability to resolve complex issues
in addition to effective voice /written
skills.

· Accurately document all customer issues via emails and customer
support tools, adhere to the process and follow-up
timely.

· Analytical thinking to study performance trends and take decision
for revised goal settings, changing processes where required to mitigate root
causes for the issues identified

Desired skills :

1.Experience of having worked with Escalations team / L2/L3 support is a
must ( 2 to 6 Years)

2. Open for relocation to Bangalore

3. Preferably a graduate with excellent written and communication skills

4. Candidate to be open to work on different channels of communication
(Voice/Chat/Emails)

5. Open to work rotational shift.

📌 Senior Executive (Bengaluru)
🏢 Swiggy
📍 Bengaluru