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