Senior Executive - Customer Delight

About the Role

The Senior Executive in Customer Delight at Swiggy, based in Bangalore, serves as a key L2 escalation point for resolving customer issues on the Swiggy platform. This position requires taking complete ownership of customer complaints, delivering exceptional service via calls while diagnosing root causes and ensuring end-to-end resolution to enhance the brand’s reputation.

Key Responsibilities

• Own the resolution process for every customer issue until fully closed.
• Establish and nurture strong relationships with customers by responding within defined turnaround times through calls.
• Maintain performance metrics including quality, productivity, first contact resolution, and attendance standards.
• Provide comprehensive pre-order and post-order customer service support.
• Effectively handle customer challenges to maximize satisfaction.
• Utilize strong analytical skills alongside proficient written and verbal communication to resolve complex problems.
• Accurately record customer interactions in emails and support systems, adhering to processes and timely follow-ups.
• Analyze performance trends and implement changes or reset goals to address root issues.

Requirements

• 2 to 6 years of experience working in escalation teams or L2/L3 customer support roles.
• Willingness to relocate to Bangalore and work onsite.
• Preferably a graduate with excellent communication skills in both written and verbal formats.
• Flexibility to work across diverse communication channels including voice, chat, and email.
• Availability to work in rotational shifts as required.