Role Purpose

Support the day-to-day operations of the Customer Refunds & Complaints Centre (CRCC), ensuring timely refund processing, effective complaint resolution, operational excellence, and an enhanced customer experience.

Key Responsibilities

- Process and track customer refund requests within defined TATs.

- Manage customer complaints and escalations in coordination with internal teams.

- Analyze operational data, identify trends, and prepare performance reports.

- Support process improvement initiatives to enhance efficiency and customer satisfaction.

- Conduct quality checks to ensure accuracy, compliance, and service excellence.

- Coordinate with Finance, Customer Happiness, and other stakeholders to resolve operational issues.

Desired Candidate Profile

- Bachelor's degree in Business Administration or a related field.

- 3+ years of experience in Customer Service Operations, Refund Processing, Complaint Management, or Process Improvement.

- Aviation, travel, or hospitality industry experience preferred.

📌 Associate - Customer Refunds & Complaints Centre (Gurugram)
🏢 Air India Express
📍 Gurugram