Executive - Digital Concierge (Customer Service)

Position: Executive - Digital Concierge Services (Customer Service)

Job Timings: 9 am to 6 pm

Location: Nesco, Goregaon, Mumbai

Role Description:

The Executive Digital Concierge Services is responsible for delivering high-quality, efficient, and professional concierge support to members through digital channels, primarily phone and email. This role focuses on accurate execution of member requests, adherence to service standards, and ensuring a seamless and positive customer experience.

This is an entry-level to early-career role, suited for individuals who are passionate about customer service and eager to build expertise in concierge and lifestyle management services.

Key Responsibilities:

• Respond to member requests via phone and email in a timely and professional manner.
• Handle standard concierge requests such as restaurant bookings, travel arrangements, activities,
• and ticketing.
• Follow defined SOPs and service standards while managing requests.
• Ensure all requests are completed within agreed SLAs.
• Accurately log and update all member interactions in internal systems.
• Maintain clear and detailed documentation for each case.
• Conduct basic research to identify suitable options for member requests.
• Coordinate with vendors and partners to confirm bookings and services.
• Communicate clearly with members regarding request status and outcomes.
• Deliver a courteous, friendly, and professional customer experience at all times.
• Escalate complex or sensitive requests to senior team members when required.
• Support member engagement by informing them about available concierge services.
• Ensure accuracy and attention to detail in all bookings and communications.
• Adapt to changing priorities and manage multiple requests simultaneously.

Competencies/Behaviors required for job:

• Strong verbal and written English communication
• Customer-centric mindset with a service-first attitude
• Good organizational and time management skills
• Ability to multitask in a fast-paced environment
• Basic research and problem-solving skills
• Attention to detail and process adherence
• Proficiency in Microsoft Office tools