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.
- Robust 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