Role
Customer Service Training – AOCS
Job Title
Senior Executive / Executive – Customer Service Training (AOCS)
Role Highlights / Summary
Responsible for delivering customer service and systems training programs for airport operations, ensuring service excellence, operational compliance, and continuous enhancement of training modules while supporting organizational projects and engagement initiatives.
Typical Interfaces
- Airport Operations Team (Domestic & International)
- Training & Quality Teams
- Customer Experience Team
- Cross-functional Operational Stakeholders
Key Responsibilities
- Conduct customer service, system, and functional training programs as per defined schedules
- Deliver training across domestic, international, and code-share operations
- Participate in and contribute to organizational projects and engagement initiatives
- Update, review, and enhance training materials, modules, and job aids
- Identify and implement innovative methods to improve training effectiveness and efficiency
- Ensure adherence to training quality standards and operational policies
- Support IROPs-related training scenarios and modules
- Travel extensively (approx. 18 days/month) for training delivery across locations
- Work in rotational shifts including morning and afternoon rosters
Required Skills
- Strong knowledge of airport terminal operations
- Expertise in handling domestic, international, and code-share operations
- Experience in managing IROPs (Irregular Operations)
- Thorough understanding of IndiGo policies and procedures
- Strong communication and presentation skills
- Ability to manage training delivery in dynamic environments
Qualifications And Experience
- Graduate in any discipline
- 2-4 years of experience in airport terminal operations
Reporting
- Reports to: Manager/Lead – Customer Service Training
Location & Work Mode
- Location: As per business requirement (Airport/Base locations)
- Work Mode: On-site with extensive travel
- Shift: Rotational shifts and rostered offs
Behavioral Competencies
- Strong interpersonal and collaboration skills
- Adaptability and flexibility
- High ownership and accountability
- Innovation and continuous improvement mindset
- Customer-centric approach
