Assistant Manager – Customer Experience

Skillset required:

• Performance Management ensuring achievement of daily targets and adherence to Service Level Agreement (SLAs) specified
• Strong people Management & presentation skills
• Strong Intra-department relationship skills
• Assisting in preparing data weekly deck
• Handling escalated, sensitive cases and amicably closing with the customer
• Ensuring thorough knowledge of process-related details.
• Provide feedback and coaching for all team members as call and email quality/process updates/Organizational updates.
• Updating statistical performance of the team for the previous day/ week.
• Preparing development plans for every team member with a suitable action plan
• The role involves extensive Out calling. Role involves taking customer calls and closing 15-20 customer complaints daily
• Handling Leadership escalations
• Comfortable to work in shifts and weekends/holidays
• Resilience in handling difficult situations and demanding customers
• The person should be both a team player and an individual performer to ensure escalations are managed seamlessly
• Effective skills on Root cause analysis, correction planning and execution

Codeshare Process Expertise: Responsible for investigating and resolving customer complaints related to codeshare and interline bookings. This includes addressing issues such as denied boarding, discrepancies in details, and problems with E-tickets. The role involves handling various aspects of E-ticket functions, managing Tele type reject (TTY rejects) to synchronize Passenger Name Records (PNRs), and ensuring accurate air segment and passenger re-accommodation during flight disruptions. The expert is also tasked with responding to customer queries on travel, special services (SSRs), refunds, mishandled bags, and other services as per partner agreements. Compliance with partner agreements, a deep understanding of airline operations, and effective communication skills are crucial for success in this role.

At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connections with all our customers.

Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their – but not limited to – gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, differently-abled status, marital status, nationality, age, family status, and maternity status.