Swiggy Hiring Assistant Team Leader – Job in Bengaluru | Apply Now
Swiggy is hiring an Assistant Team Leader for its Customer Delight team in Bengaluru. If you have experience in escalation management, team leadership, and customer service, apply now to join one of India's leading on-demand convenience platforms. Take the next step in your career with Swiggy and contribute to improving customer experiences.
| Job Title | Assistant Team Leader – Customer Delight |
|---|---|
| Company | Swiggy |
| Location | Bengaluru, Karnataka, India |
| Employment Type | Full-Time (On-site) |
Job Summary
Swiggy is looking for an Assistant Team Leader to join our Customer Delight team. In this role, you will be instrumental in managing high-priority customer issues, overseeing escalated cases, and ensuring their timely resolution. You will work closely with internal teams to maintain service excellence, resolve critical problems, and implement solutions that prevent future issues.
Key Responsibilities
Escalation Management
- Act as the primary point of contact for critical escalations from customers, stakeholders, or internal teams.
- Assess the urgency and severity of escalated cases to ensure prompt resolution.
- Investigate root causes, document findings, and implement corrective actions.
- Ensure adherence to Service Level Agreements (SLAs) for timely resolution.
Team Leadership & Coordination
- Lead a team of escalation specialists, offering guidance, training, and performance management.
- Drive performance by setting clear expectations and goals for the team.
- Assign and monitor escalated cases, ensuring accountability and ownership.
- Collaborate across departments (Operations, Legal, Product, IT) to resolve complex issues.
Customer Experience & Communication
- Maintain professional, empathetic, and clear communication with customers and stakeholders.
- Provide regular updates on case progress to ensure a seamless experience for customers.
- Draft and review response templates for handling critical situations.
Process Improvement & Risk Mitigation
- Identify trends in escalations and collaborate with teams to address root causes.
- Recommend process enhancements to improve operational efficiency and reduce future escalations.
- Maintain comprehensive documentation on escalations, resolutions, and preventive measures.
Reporting & Analytics
- Track and analyze escalation data to identify patterns and areas for improvement.
- Prepare regular reports on escalation trends, resolution times, and customer satisfaction for management.
Qualifications & Skills
- Strong decision-making and problem-solving skills.
- Analytical skills with experience in queue management and performance monitoring.
- Ability to collaborate with diverse teams, including internal and external stakeholders.
- Excellent verbal, written, and interpersonal communication skills.
- Proficiency in ticketing systems and escalation workflows.
- Ability to thrive in a fast-paced, dynamic environment.
Why Join Swiggy?
- Be a part of India's pioneering on-demand convenience platform.
- Work in a fast-paced, innovative environment.
- Contribute to improving the customer experience for millions of users every month.
- Enjoy a collaborative and inclusive team culture.
Frequently Asked Questions (FAQ)
1. What qualifications are required for this position?
The ideal candidate should have strong decision-making, problem-solving, and analytical skills. Experience in escalation management, team leadership, and a deep understanding of customer service workflows is also essential.
2. Is this position open to remote work?
No, this position is on-site and based in Bengaluru, Karnataka.
3. What kind of experience is needed?
Candidates should have prior experience (2-4 years) in customer service, team management, or escalation management.
4. What is the salary for the Assistant Team Leader role?
The salary will be competitive and based on experience. Specific details can be discussed during the interview process.
5. Can I apply if I don’t meet all the qualifications?
We encourage you to apply if you believe your experience is relevant, even if you do not meet every qualification listed. Swiggy values potential and a growth mindset.
6. How long will it take to hear back after applying?
Swiggy’s recruitment team reviews applications on a rolling basis, and you can expect to hear back within a few weeks after applying.
How to Apply
To apply for the Assistant Team Leader – Customer Delight position at Swiggy:
- Click on the "Apply" button on this job listing.
- Fill in the required details, including your updated resume and cover letter.
- Submit your application and wait for a response from the Swiggy recruitment team.
Disclaimer
The recruitment information provided above is for informational purposes only and has been sourced from the official website of the organization. We do not guarantee recruitment, as the selection process is conducted solely by the respective company following its official procedures. Additionally, we do not charge any fees for sharing job-related information.
What's Your Reaction?
