Assistant Manager - Customer Experience

The Assistant Manager – Customer Experience will play a critical role in addressing customer escalations and queries addressed to senior leadership of the organization while ensuring a seamless resolution process. The ideal candidate will exhibit strong communication skills - both written and verbal, resilience in challenging situations, and a customer-centric approach to enhance overall satisfaction.

Key Responsibilities

• Respond promptly to customer escalations and queries via email and phone calls and own customer cases end to end.
• Conduct extensive outbound calls to ensure issue resolution and customer satisfaction.
• Collaborate with all IndiGo departments like Airport Operations, Call Centre, Finance, In-flight services, sales, digital, product, legal, public relations etc to resolve customer concerns efficiently.
• Maintain and update records of customer interactions, issues, and resolutions.
• Conduct thorough analysis of customer escalation causitive trends and lead process change from highlighting the improvement opportunity up until implementation

Behavioural Competencies

Technical Skills

Eligibility Criteria

'At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate's gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background'

Skills Required

Strong typing skills