Concierge Interview

Customers look to Speedlancer for a variety of reasons. Speedlancer provides the best of many options when connecting businesses to freelancers and consultants. The platform combines:

access to quality talent, an AI-driven platform to keep Tasks, projects and teams on track, Slack integration, and Engaged customer service via our concierge project management team members.

Strong customer service and project management systems set Speedlancer apart from other similar services. Our customers are not set adrift to mine and manage freelance talent, coordinate project completion, and negotiate pricing. We curate the talent. Our platform coordinates Task and project completion( via Bundles), and we offer set rates. We also offer the helping hand of our Concierge staff to do the heavy lifting, detailed updates and collaboration, needed for larger and long-term projects.

We thought it might be interesting for readers to get a look behind the curtain. So, we asked Sakib and Perry, two of our Concierge team members, to share their thoughts. They each responded to a few questions about how their roles integrate with the platform and the meaning of excellent customer service.

1.What does customer service mean to you?

Simply put, customer service to me is doing what it takes to make them happy. It goes beyond solving a problem; got to do a little “extra” to make them feel at home – let them know that they are in good hands.

2.What kind of things separate Speedlancer from other platforms?

Personal care – every customer gets VIP treatment.

Fast delivery + high quality – we deliver high quality product faster than any other platform.

Handpicked freelancers – no open registration, every single freelancer gets manually vetted.

Project manager facility – buying specific credit plans come with free project management facility.

Easy setup for big projects – setting up multi-task projects in Bundles, resulting in parallel Tasks and auto-triggering the next Tasks in line.

Risk free – free revisions and Task replacement guarantee.

3.Tell me about a time that you went above and beyond for a client.

There was a time when a customer wanted a specific Speedlancer to do one of their Tasks. The Speedlancer was unresponsive to the Task request and emails. I made the usual suggestion to the client to post the Task publicly to have another Speedlancer get it done but customer wasn’t having it. So I tried to look up the freelancer’s resume that we have on file, contacted them through another email and they actually responded and was able to complete the job in question!

4.Why does working with freelancers require a Concierge?

A concierge can help uploading Tasks – especially big projects, come up with quotes, writing briefs, chase freelancers when they are MIA, provide with faster conflict resolutions etc.

5.How do you see your role as a Concierge in an environment where our Slackbot connects the client and freelancer directly? What’s your role as a concierge? How do you support the technology?

Slack helps with communication – all the other benefits [of having project management support] still apply with or without Slackbot.(Learn more about our Shido bot Slack integration).

1.What does customer service mean to you?

Customer service means having great knowledge about the services you offer and helping customers efficiently, in a friendly attitude.

2.What kind of things separate Speedlancer from other platforms?

Speedlancer is like your best freelancer platforms on steroids! (LOL) We deliver fast with quality Speedlancer offers concierge which you have project managers who can do the little things while you focus on your goal.

3.Tell me about a time that you went above and beyond for a client.

Our goal each day is to go above and beyond for a client. It’s in our blood as project managers.

4.Why does working with freelancers require a Concierge?

Concierge handles from the little things to the big things. As a project manager, we take pride that every Task is delivered with outstanding quality, in a timely manner.

5.How do you see your role as a Concierge in an environment where our Slackbot connects the client and freelancer directly? What’s your role as a concierge? How do you support the technology?

We embrace innovation and this is the best approach we have to ensure systematic and automated communication with client – concierge – freelancer. The technology is best for now but I am confident that we can elevate it further in the near future.