Assistant Manager - Customer Experience

IndiGo (InterGlobe Aviation Ltd) / IndiGo Airlines Jobs • Full-time • Gurgaon, IN • 3d ago

Support the execution of departmental projects such as system enhancements, disruption management tools, and codeshare process improvements.
Assist in documenting business processes, preparing reports, presentations, and spreadsheets, and helping define testing requirements.
Coordinate codeshare and interline process implementation tasks, including:
Assisting with PNR creation/validation, ensuring E-tickets, SSRs, and flight segments are in place.
Supporting re-accommodation efforts during disruptions in collaboration with relevant teams.
Tracking and resolving E-ticket and Teletype (TTY) synchronization issues.
Respond to customer queries on codeshare bookings, SSRs, baggage, refunds, and other service-related matters in line with partner airline policies.
Draft and trigger customer communication templates for codeshare scenarios, including disruption notifications.
Liaise with internal departments such as OCC, Partnerships, AOCS, Revenue Management, and Ground Operations for operational alignment.
Monitor system issues impacting codeshare performance and report anomalies to relevant stakeholders.
Assist in disruption management planning by coordinating rebooking, alternate flight arrangements, and related communication.
Follow established SOPs for handling delays, cancellations, misconnections, and denied boarding on international flights.
Support real-time monitoring of disruption cases and assist in implementing timely resolutions with OCC and ground teams.
Coordinate with airport teams, customer care, and partner airlines to ensure smooth handling of impacted international passengers.
Work on system-generated alerts and templates for automated customer notifications during disruptions.
Track and assist in resolving escalated disruption-related concerns such as refunds, compensation, and service recovery cases.
Ensure tasks align with regulatory and legal guidelines (e.g., EC261, DGCA, DOT) under the guidance of the Manager/Lead.
Assist in the development and refinement of self-service tools for customers (e.g., chatbots, auto-rebooking options).
Analyze disruption data to identify trends and contribute to reports for continuous improvement planning.
Support partnership coordination during disruptions to ensure smooth handling of shared bookings.
Take up any additional assignments delegated by the Manager or Department Head.
Adhere to IndiGo's safety and security standards as per the Safety Management System and Security Program.

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