Consultant - Customer Service Training

IndiGo; Gurgaon; On-site; INR 450,000 - 650,000; Full time

Job summary

IndiGo, India's leading airline, is seeking an experienced Instructor for Customer Service Training to develop and roll out training programs across the network. You will ensure timely onboarding of new staff and contribute to ongoing skills development with a focus on soft skills and leadership training.

The role requires travel to multiple IndiGo bases and stations, delivering training modules and validating training outcomes, while coordinating with the ifly team for program effectiveness.

Qualifications

• Experience in designing and delivering customer service training.
• Ability to conduct training at multiple stations across the network.
• Willingness to travel for training delivery across IndiGo locations.

Responsibilities

• Develop and rollout timely and effective training measures for customer service.
• Ensure all new hire staff attend Basic Customer Service training within 1 month of joining.
• Perform training needs analysis for customer service skills across IFS.
• Coordinate Train The Trainer programs and assist grooming teams.
• Travel across the network to conduct training and checks.

Skills

Customer service

Train the trainer

Soft skills

Leadership

Job description

IndiGo is India’s largest and most preferred passenger airline and amongst the fastest-growing airlines in the world. We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian market. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.

• Advanced Customer Service training solutions to address the above-stated gaps across IFS (every quarter). This would require training to be done at stations & bases across the network (every quarter)
• Assist in the development and rollout of timely as well as effective & innovative measures for training and skills enhancement
• Ensure that all new hire staff (IFS) attend Basic Customer Service training within 1 month of joining
• Participate in the periodic training needs analysis for customer service skills across IFS
• Responsible for ensuring that Ab Initio batches attend timely & effective Basic Customer Service training within defined timelines & standards
• Participate in the development and updation of Customer Service Procedures for IFS as well as AO&CS
• Ensure the processing and consolidation of all training records pertaining to Customer Service Training
• Upskill & develop self-on-related professional skills
• To be aware of the developments in the field of learning (special focus on Customer Service) through research and networking
• Be available to the Human Resources Recruitment during a preliminary interview phase for Cabin Attendants and Airport Operations
• Successfully undertake Train The Trainer program and assist the ifly grooming team in conducting training and checks, as required, across the IndiGo network
• Multiskilled self into any other related soft skills as required by the organization and at the discretion of the Manager – ifly (Soft Skills & Leadership Training)
• Will be expected to travel across the network to perform responsibilities of as Instructor Customer Service Training and as required by the Manager – ifly (Soft Skills & Leadership Training)
• Duties are not limited to the above and some duties can be delegated at the discretion of the Manager – ifly (Soft Skills & Leadership Training)

Be aware of and comply with his/her safety responsibilities and accountabilities as laid down in Indigo SMS Manual, Chapter Safety Policies and Objectives.

Additional information

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 connection 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, persons with disabilities, nationality, age, marital and maternity status.

IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., [e-mail]). Please report any fake job offer to eco.goindigo.in

'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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