The Senior Executive – 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 causative trends and lead process change from highlighting the improvement opportunity up until implementation
Behavioural Competencies:
Resilience in managing challenging situations.
Strong technical aptitude to understand processes, procedures, technologies and work simultaneously on multiple tools
A customer-centric mindset with a focus on satisfaction and relationship-building.
Strong negotiation and persuasion skills.
Agility and adaptability in a fast-paced environment.
Proactive eagerness to learn and improve.
Effective time management and prioritization skills.
Ability to work collaboratively as part of a team.
Technical Skills:
Proficient in English and Hindi (both verbal and written).
Strong typing skills with attention to detail.
Eligibility Criteria:
Educational Qualification: Graduate in any discipline.
Experience: 5+ years of experience in email and voice processes, preferably in customer grievance handling.
Flexibility: Must be comfortable with rotational shifts and rotational offs (includes night shift)
Location : Gurgaon (Work from office)
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’