Associate - Customer Experience (Voice Process)

Air India Express; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Air India Express is seeking a proactive Social Media Customer Service executive to manage interactions across platforms and uphold a positive brand experience.

You will respond to queries, resolve complaints, assist with bookings, cancellations, refunds, baggage issues, and collaborate with Marketing, PR, and other teams to support campaigns.

The role requires a customer‑centric mindset, data privacy awareness, and the ability to track trends to inform stakeholders.

Qualifications

• Experience in Social Media Customer Service or Digital Support.
• Understanding of social media analytics and monitoring is preferred.
• Ability to respond empathetically and resolve issues promptly.

Responsibilities

• Monitor and respond to customer queries across social channels.
• Handle complaints and escalations with empathy and timely resolution.
• Provide support on bookings, cancellations, refunds, and baggage inquiries.
• Maintain a consistent brand voice across digital platforms.
• Collaborate with Happiness, Marketing, PR and other teams to support campaigns.
• Track social media trends and sentiment; share insights with stakeholders.
• Escalate complex cases and ensure closure, adhering to privacy policies.

Skills

Social media platforms

Customer behavior

Online engagement

Analytics tools

Education

Bachelor's degree in Business/Marketing/Communications

Job description

Role Purpose

Manage customer interactions across social media platforms by responding to queries, resolving complaints, providing accurate information, and ensuring a positive brand experience.

Key Responsibilities

• Monitor and respond to customer queries, comments, and messages across social media channels (Facebook, Instagram, X/Twitter, etc.).
• Handle customer complaints and escalations with empathy and timely resolution.
• Provide support on bookings, cancellations, refunds, baggage, and other travel-related inquiries.
• Maintain a consistent brand voice and deliver exceptional customer experience across digital platforms.
• Collaborate with Customer Happiness, Marketing, PR, and other teams to resolve issues and support campaigns.
• Track social media trends, customer sentiment, and emerging issues; share actionable insights with stakeholders.
• Escalate critical and complex cases to appropriate teams and ensure closure.
• Adhere to company policies, data privacy regulations, and social media best practices.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 2+ years of experience in Social Media Customer Service, Digital Customer Support, Community Management, or Social Media Operations.
• Strong understanding of social media platforms, customer behavior, and online engagement.
• Experience with social media monitoring and analytics tools is preferred.