Executive - Digital Concierge (Customer Service)

Sodexo; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Sodexo is seeking an Executive - Digital Concierge Services in Mumbai to provide high-quality concierge support via phone and email. You will handle bookings, travel arrangements, and lifestyle requests while ensuring accuracy and adherence to SLAs.

This role is ideal for someone starting their career in customer service, with a focus on clear communication, meticulous record-keeping, and a proactive approach to resolving member needs in a fast-paced environment.

Qualifications

• Entry-level to early-career role in customer service.
• Strong verbal and written English communication is required.
• Attention to detail and ability to follow defined procedures.
• Proficiency with Microsoft Office tools.

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 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.
• 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.

Skills

English communication

Customer-centric

Organizational skills

Multitasking

Research & problem solving

Attention to detail

Microsoft Office

Tools

Microsoft Office

Job description

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