Assistant Manager - Customer Experience (Contact Centre)

Indigo- Interglobe Aviation Ltd; Dadri; On-site; INR 4,50,000 - 6,75,000; Full time

Job description

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.

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Departments

Airport Operations & Customer Services

This department oversees airport operations, including passenger services, security checks, ramp duties, cabin cleaning, catering, and flight operations, ensuring flawless and on-time execution with a customer-focused approach. This department manages the activities at the airport pertaining to passenger travel, security checks and ramp responsibilities. Ground staff at the airport, work in shifts and have an important role in daily operations. Handling passenger queries, cabin cleaning, catering, ticket sales, planning, monitoring, and controlling airline flight operations are some of the responsibilities they perform. They are also responsible for complying with regulatory requirements and making each flight execution flawless and on-time. From boarding the flight on-time, keeping their baggage safe, cleaning the aircraft, and managing on-board refreshments, they do it all wearing a smile. Sounds good? Well, we are always on a look out for warm, optimistic, and ever so helpful people who want to make a difference to our customers' journeys.

This department oversees airport operations, including passenger services, security checks, ramp duties, cabin cleaning, catering, and flight operations, ensuring flawless and on-time execution with a customer-focused approach. This department manages the activities at the airport pertaining to passenger travel, security checks and ramp responsibilities. Ground staff at the airport, work in shifts and have an important role in daily operations. Handling passenger queries, cabin cleaning, catering, ticket sales, planning, monitoring, and controlling airline flight operations are some of the responsibilities they perform. They are also responsible for complying with regulatory requirements and making each flight execution flawless and on-time. From boarding the flight on-time, keeping their baggage safe, cleaning the aircraft, and managing on-board refreshments, they do it all wearing a smile. Sounds good? Well, we are always on a look out for warm, optimistic, and ever so helpful people who want to make a difference to our customers' journeys.

The Cabin Crew department at IndiGo ensures a delightful service experience while prioritizing passenger safety and security. With intensive training, our crew members are well-prepared to handle any situation with poise and grace, serving as brand ambassadors for IndiGo. Our Cabin Crew department is responsible for providing a delightful service experience to passengers and maintaining high standards of service quality. The prime responsibility of our crew is the safety and security of passengers on board. Before they get onto the aircraft as a flying crew, they undergo intensive training for a period of three months. Our cabin crew are brand ambassadors of IndiGo and are well trained to deal with all situations - no matter how tough - with poise and grace. We take pride in the fact that our Cabin Crew are from all walks of life, which means you don't need previous Cabin Crew experience to join us.

The Cabin Crew department at IndiGo ensures a delightful service experience while prioritizing passenger safety and security. With intensive training, our crew members are well-prepared to handle any situation with poise and grace, serving as brand ambassadors for IndiGo. Our Cabin Crew department is responsible for providing a delightful service experience to passengers and maintaining high standards of service quality. The prime responsibility of our crew is the safety and security of passengers on board. Before they get onto the aircraft as a flying crew, they undergo intensive training for a period of three months. Our cabin crew are brand ambassadors of IndiGo and are well trained to deal with all situations - no matter how tough - with poise and grace. We take pride in the fact that our Cabin Crew are from all walks of life, which means you don't need previous Cabin Crew experience to join us.

The Engineering department at IndiGo ensures the airworthiness and safe operation of the entire fleet, performing maintenance, monitoring performance, and troubleshooting to achieve high technical dispatch reliability and on-time, safe operations. This department is responsible for airworthiness and safe operation of complete aircraft fleet of an airline and maintain the desired Technical Dispatch Reliability. They perform maintenance on the aircraft as per the manufacturer guidelines and recommendations, meet regulatory requirements on aircraft maintenance and continuing airworthiness, monitor aircraft and engine performance to perform preventive maintenance and troubleshoot defects reported by Pilots and observed during maintenance. This team strives to achieve on-time, safe and reliable operations. This essentially means that this department that keeps our aircrafts as good as new, safe and flight ready so that the passengers always get the on-time hassle free experience. We are always looking for exceptional engineers who can join the team who is responsible for making our Technical Dispatch Reliability, the highest in the world.

The Engineering department at IndiGo ensures the airworthiness and safe operation of the entire fleet, performing maintenance, monitoring performance, and troubleshooting to achieve high technical dispatch reliability and on-time, safe operations. This department is responsible for airworthiness and safe operation of complete aircraft fleet of an airline and maintain the desired Technical Dispatch Reliability. They perform maintenance on the aircraft as per the manufacturer guidelines and recommendations, meet regulatory requirements on aircraft maintenance and continuing airworthiness, monitor aircraft and engine performance to perform preventive maintenance and troubleshoot defects reported by Pilots and observed during maintenance. This team strives to achieve on-time, safe and reliable operations. This essentially means that this department that keeps our aircrafts as good as new, safe and flight ready so that the passengers always get the on-time hassle free experience. We are always looking for exceptional engineers who can join the team who is responsible for making our Technical Dispatch Reliability, the highest in the world.

IndiGo is India’s largest domestic passenger and CarGo airline with a wide and dense network. Our CarGo customers include e-commerce, apparel manufacturers, farmers, pharmaceutical and courier companies, and OEMs. We handle valuables, express shipments, perishables, general Cargo, documents, and couriers. IndiGo is not only the largest domestic passenger airline but also the largest domestic CarGo airline with a network which is both wide and dense. Our customers and shippers include e-commerce companies, apparel manufacturers, farmers, pharmaceutical companies, courier companies, mobile phone and other OEMs. Our products include valuables, express shipments, perishables, general CarGo, documents, and couriers. Careers in CarGo span around sales, operations, customer support, quality assurance and data analytics. If you think you've got what it takes to join our CarGo team, we want to hear from you.

IndiGo is India’s largest domestic passenger and CarGo airline with a wide and dense network. Our CarGo customers include e-commerce, apparel manufacturers, farmers, pharmaceutical and courier companies, and OEMs. We handle valuables, express shipments, perishables, general Cargo, documents, and couriers. IndiGo is not only the largest domestic passenger airline but also the largest domestic CarGo airline with a network which is both wide and dense. Our customers and shippers include e-commerce companies, apparel manufacturers, farmers, pharmaceutical companies, courier companies, mobile phone and other OEMs. Our products include valuables, express shipments, perishables, general CarGo, documents, and couriers. Careers in CarGo span around sales, operations, customer support, quality assurance and data analytics. If you think you've got what it takes to join our CarGo team, we want to hear from you.

Whether you're looking to start a dynamic career in aviation or take the next step in your professional journey, our events provide a chance to explore a variety of roles across departments, learn more about our culture, and discover how you can be part of India's leading airline. Don’t miss out on the opportunity to elevate your career with IndiGo.

My childhood was different from many of you. I was assigned male at birth, but I never felt that from the inside. My parents fought a lot, eventually separated, and at school I was mocked, bullied, and abused for being too 'girly. No matter where I looked, there was no safe space for me. After going through so much, I tried to fit in the binary construct of the society which led me to the darkest days of my life. However, it was in college that I realized I was not the only trans person, and it gave me a little more confidence. Since I joined IndiGo, I have never felt more welcomed in a place, and I finally got the courage to come out as a trans woman because of the employee friendly regulations. I started associating myself with LGBT+ initiatives and even started dressing up as the person I have always been. In 2018, when Article 377 was scraped, it gave my life a new meaning. IndiGo has become my safe space - a feeling that no other place could give me, not even my own home. IndiGo is the perfect example of how an organization should be. If you meet a trans person next time, instead of passing quick judgement, ask your questions courteously, and if you can, spread awareness and help us create a safe world for the LGBT+ community.

AVP OCC (Crew Planning)

After graduating in 2010, my love for travel motivated me to join IndiGo. Still just a young airline then, IndiGo was growing day by day, slowly but surely. New aircraft were added to the fleet, the number of employees steadily increased, better processes and technologies were deployed, and soon IndiGo became the fastest growing airline in the world. The exposure and support I received allowed me to maximize my potential. I went from a trainee to a passionate team leader, committed to make things happen. My heart swells with pride to have been a part of IndiGo's incredible success story. With unrelenting zeal, I'm driven to do my bit each day to enable IndiGo scale new heights and breakthrough new frontiers. 'Made In IndiGo' isn't just another term for me. Rather, it represents a way of thinking that combines excellence with humility and perseverance.

Associate Director – Airport Operations & Customer Services

I started my career with IndiGo in 2008 as a trainee. IndiGo and I were both young and passionate, with big dreams for the future. We grew together, pursuing a shared vision to go places, and conquer new horizons. IndiGo has offered me great opportunities to learn and grow at each step of my journey. I've enjoyed a vast array of enriching and wonderful roles, covering different areas of airport operations and customer service. From the thrill of managing operations live at the airport to making a pan India impact from our corporate offices, every day is a great learning with tremendous exposure. I enjoy working with likeminded colleagues and the work culture is cheerful and supportive. I believe nurturing the human side of us is equally important for professional growth. IndiGo is not just a workplace, or just a job that I have to do. It's an opportunity to live my life without limits. IndiGo has shaped the Indian aviation industry and introduced game changing practices. It shall go a long way, and I am so happy to be a part of this journey. 6E cheers!

Officer - AOCS

Before IndiGo, I couldn't place myself anywhere properly. Since childhood I always knew that I was a girl, and my dad was my greatest supporter but unfortunately he passed away when I was 5. My mom struggled a lot after that. I was bullied at school as it was an all-boys school, and my relatives were uncomfortable with the way I was too. I was 14 when I accepted that I was a trans woman, it was difficult at first and my instant reaction was to end everything, but I didn't want to cause my mom more distress. As I grew older, the LGBTQIA+ community was getting more recognised in the media which made me less hesitant about starting a job after graduation. I tried to work in many places, but my dream had always been to work for an airline. I applied in a few places but couldn't make it due to my gender identity and documents. But there's always light at the end of a tunnel and that light for me was IndiGo, a place where they only saw me for my qualifications and capabilities. Today, I am proud to be one of the 'Made in IndiGo' stories that will reach more people from the community. I hope that through this they will get the courage to live their dream just like me.

Manish Sarup

VP – Revenue Management

My IndiGo journey started in 2006 as part of the initial launch team. In my role as Manager, Revenue Management, I was involved in revenue optimization strategies, as well as setting up commercial systems and processes for the company. 16+ glorious 6E years later, IndiGo has grown and so have I. I'm fortunate to have been a part of this incredible success story, and today, as a Vice President, I can proudly say that I manage revenue for the world's 7th largest airline, and the number one airline in the country, contributing to various aspects such as network planning, strategy, distribution, ancillary revenue and product innovation. IndiGo has not only given wings to the country but has also been making dreams come true. There are abundant opportunities to learn, evolve and grow. Just stay humble, take pride in what you do and always be honest to your work.

Head of Business Technology (Airline Operations)

I feel an immense sense of pride to be a part of a culture that encourages us to never settle yet dream big, care for others, empathize and spread smiles. This is what makes IndiGo truly stand out. IndiGo is a people's organization, where the doors are open for every dreamer to come live their dream. It's not about the years I've spent here; it's about the life that I am living at IndiGo. 17 years on, IndiGo continues to add colour to my work life.

Director – Customer Experience

2007 - a truly significant year in my life, when my IndiGo journey started. I came across an article about this new airline making waves in the Indian aviation space with an order of 100 aircraft. I joined that airline as an Airport Customer Service trainee, managing ticketing, check-ins, boarding, customer experience and airside operations. As I gained experience, I got an opportunity to join ifly, IndiGo's learning academy - where the spirit of IndiGo is created. It was a dream come true. Over the years, I've been blessed to have worked on many firsts - I was part of the team that started international operations, I trained employees with disabilities to work on the frontlines as part of our airport operations team and contributed to the first IndiGo ESG report. Professionally, I think of myself as a child of IndiGo - born and raised by this remarkable company, where leadership cares, there is equal opportunity, ideas are encouraged and talent recognized.

Yogender Narula

Associate Chief Ground Instructor - Flight Operations

My journey with IndiGo began way back in 2008 when I had first joined as an Assistant Manager - Flight Dispatch. The place gave me the opportunity to grow immensely and by 2011, I had already stepped into the training department as a Senior Instructor (Performance). Over the years, IndiGo continued to support my dreams and today I am the Associate Chief Ground Instructor. In these 15 years, I have witnessed and actively contributed to the remarkable evolution of our organization. Through a series of promotions and role changes I have embraced new challenges and responsibilities, while constantly pushing myself to reach new heights. The different experiences and lessons I have gained here have shaped me into the professional that I currently am. At IndiGo, there's always space to soar higher so here's to constantly reaching for the stars and achieving new heights.

Join the 6E Family and elevate your career to new heights

We are continuously in search of talent. However, please be cautioned that certain people claiming to represent IndiGo – by misusing the brand name ‘IndiGo,’ and the names of our employees - are demanding money in exchange for interviews or jobs with IndiGo. Report any such fraudulent incident to [e-mail]