Karma Group India’s Concierge team has emerged as an industry benchmark for service excellence, punching well above their weight. With just 48 team members managing a demanding global portfolio of responsibilities, they’re redefining what’s possible in modern hospitality service.
The numbers tell a compelling story: throughout 2024, this compact yet mighty team processed an astounding 50,000 booking confirmations across Karma Group’s worldwide properties. More impressive still is their management of 200,000 calls and 170,000 email queries – all while maintaining the personal touch that luxury hospitality demands, including face-to-face interactions with nearly 1,000 members and owners.
But it’s not just the volume – it’s the fact that every interaction is unique, attentive and personalised. The India team’s approach to service and connecting with clientele reflects Karma Group’s creative, innovative and detail obsessed approach to its travel and lifestyle offerings. By implementing a sophisticated multi-channel support system spanning WhatsApp, Skype, online forms, and LiveHelp chats, they’ve created a service ecosystem that meets Members wherever they are, whenever they need assistance.
This innovative approach hasn’t gone unnoticed. In a field of 10,000 companies evaluated for customer service excellence, the team achieved remarkable recognition in the 2024 ‘LiveHelpNow Challenge’, sharing top honors with their colleagues in Bali. This international acclaim underscores their ability to deliver world-class service regardless of geographical boundaries or time zones.
Another thing that sets this team apart is their commitment to exceeding expectations. While their standard response time commitment stands at 48 hours, the majority of queries are resolved within just 24 hours – a remarkable achievement considering their responsibility for Members across multiple time zones in India, Europe, and the Middle East.
The scope of their expertise extends far beyond traditional concierge services. From planning and booking tailored holidays sometimes across multiple destinations, to coordinating a complex portfolio of bespoke Karma Curated Experiences, the team demonstrates an impressive versatility that matches the diverse needs of Karma Group’s discerning clientele.
The India team’s approach combines the efficiency of modern technology with the warmth of personal service. Whether Members are booking a stay in Goa or seeking advice about a property in Europe, our team ensures they receive the same level of attentive, knowledgeable service.”
The Karma Concierge (India) team exemplifies the perfect balance of efficiency, scale, and personal touch in customer service. Their ability to maintain exceptional service standards while handling high volumes of interactions, combined with their international recognition, makes them outstanding candidates for the Best Team award. Their achievements not only benefit Karma Group’s Members but also set new benchmarks for customer service excellence in the hospitality industry.
