About the Role

As a Concierge Agent, you will be the primary point of contact for Swiggy’s premium customers, delivering bespoke support across travel, entertainment, and lifestyle requests. You are expected to provide high-touch, personalized service and proactively find creative solutions, especially when standard operating procedures (SOPs) do not address a customer’s unique requirement.

Key Responsibilities

• Provide end-to-end concierge support including international and domestic travel bookings (flights, hotels, transport), entertainment and event reservations, and personalized lifestyle services such as itinerary planning.
• Handle customer inquiries and requests promptly and accurately via phone, email, or chat, maintaining a courteous and professional demeanor.
• Think out of the box and evangelize solutions when customer needs fall outside existing SOPs, ensuring customer delight even in ambiguous situations.
• Manage multiple tasks simultaneously while maintaining attention to detail and ensuring customer satisfaction.
• Exercise discretion and cultural sensitivity when dealing with premium customers and sensitive information.
• Collaborate with internal teams and escalate complex issues to Team Leads as necessary for swift resolution.
• Maintain up-to-date knowledge of travel regulations, entertainment options, and lifestyle trends to provide informed recommendations.
• Document interactions and maintain accurate records of customer requests and resolutions in the CRM system.
• Adhere to service level agreements (SLAs) and quality standards set by Swiggy and Teleperformance.

Required Qualifications & Skills

• Minimum 2 years’ experience in international processes, preferably within travel, concierge, or premium customer service domains.
• English proficiency equivalent to IELTS 7.5 or above equivalent, with excellent verbal and written communication skills.
• Strong multitasking ability and attention to detail.
• High level of discretion, professionalism, and cultural sensitivity.
• Demonstrated ability to think creatively and independently when SOPs do not provide a solution.
• Ability to work in a fast-paced environment and adapt to evolving client requirements.
• Familiarity with travel booking systems, CRM tools, and concierge operations is an advantage.

Educational Qualifications

• Bachelor’s degree or equivalent preferred.

Work Schedule & Compensation

• Full-time, based out of Swiggy Head Office, Bangalore.
• 6-day work week.
• Salary range: ₹5.5 LPA to ₹7 LPA.

Why Join?

• Opportunity to work on a premium concierge service for a leading brand like Swiggy.
• Engage with high-value customers and deliver exceptional, personalized experiences.
• Be part of a growing, innovative concierge operation supported by advanced tools and a reputed contact center environment.