Job Title: Manager -Customer Experience
The role is pivotal in managing customer complaints and queries, ensuring timely and seamless resolutions.
The ideal candidate will demonstrate excellent communication skills, resilience in high-pressure situations, and a strong customer-centric approach to drive satisfaction and strengthen IndiGo’s service reputation.
Key Responsibilities
- Respond promptly and professionally to customer complaints and queries through email and outbound/inbound calls.
- Conduct extensive outbound calls to drive resolution, validate customer concerns, and ensure complete satisfaction to maintain own productivity and clear high ageing cases and manage team’s escalation cases
- Collaborate closely with cross-functional teams including Airport Operations, Inflight Services, Contact Centre, Finance, Legal, Marketing, Notifications, OCC, Codeshare, Ancillary, Sales, and Revenue Management.
- Maintain accurate, detailed records of customer interactions, issues, and resolutions.
- Identify opportunities for improvement within existing policies and processes to enhance customer experience.
- Assess the sensitivity of escalations and determine associated legal, regulatory, and reputational risks.
- Ensure the team KPI (key performance indicators) are met with support and guidance (own team and venders) pertaining to his Line of business
- Introducing projects for process improvements with measurable success
Behavioral Competencies
- High resilience and emotional maturity in handling challenging situations and diverse customer profiles.
- Strong customer-centric mindset with a focus on trust-building and relationship management.
- Excellent negotiation and persuasion abilities.
- Agility and adaptability in a dynamic operational environment.
- Proactive learner with a continuous improvement mindset.
- Strong time-management, prioritization, and multitasking skills.
- Collaborative and dependable team player and team manager
Technical Skills
- Proficiency in English and Hindi (verbal and written).
- Strong typing and documentation skills with high attention to detail.
- High technical aptitude with the ability to intuitively navigate new systems and tools.
- Intermediate to advanced proficiency in MS Office applications.
Eligibility Criteria
Education: Graduate in any discipline.Experience:
- Minimum 10-12 years of experience in email and voice processes, preferably in grievance management.
- Significant experience handling the Indian customer base.
- Prior experience collaborating with cross-functional teams and reporting to mid/senior leadership.
Industry Expertise:
- Strong understanding of customer-facing and backend aviation processes across multiple touchpoints.
- Deep knowledge of global aviation regulations, conventions, and compliance standards.
- Clear understanding of inter-departmental workflows and ownership matrices within the aviation ecosystem.
- Work Environment:
- Comfortable with rotational shifts and rotational weekly offs (including night shifts).
- Work-from-office role based in Gurugram.
Diversity & Inclusion Statement
At IndiGo, we are committed to fostering an inclusive and equitable workplace. All employment decisions are based solely on merit and qualifications, without regard to gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background.
