Customer Experience Social Media & Contact Centre Associate – Indigo Voice & Support Team

The Elitejob; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Competitive salary package

Night shift allowances

Travel benefits including discounted flight tickets

Health insurance and wellness programs

Paid training program

Job summary

A leading airline company is seeking a Customer Experience Social Media & Contact Centre Associate to manage customer interactions across voice, chat, and social media platforms. Ideal candidates should possess a bachelor's degree and strong communication skills, along with a friendly, customer-focused approach. This role offers opportunities for internal career progression and comes with competitive pay and performance-based incentives.

Qualifications

• 0-2 years of experience in customer service or contact centres.
• Comfortable using social media platforms for customer interaction.
• Ability to multitask effectively in a fast-paced environment.

Responsibilities

• Handle inbound customer queries across various platforms.
• Provide professional responses to flight inquiries and assist customers.
• Monitor social media mentions and respond according to brand policies.

Skills

Excellent command of spoken and written English

Strong interpersonal skills

Problem-solving skills

Familiarity with social media platforms

High emotional intelligence

Education

Bachelors degree in Communications, Hospitality, Travel & Tourism

Tools

CRM tools

MS Office

Job description

Job Summary

IndiGo Airline is seeking a dynamic and customer-centric Customer Experience Social Media & Contact Centre Associate to join our growing IndiGo Voice & Support Team. In this dual-role position, you will serve as the first point of contact for our customers across voice, chat, and social media platforms, ensuring every interaction reflects the quality, professionalism, and hospitality that IndiGo is known for. You will help resolve queries, manage feedback, and deliver timely, empathetic, and solution-oriented support, contributing directly to our mission of delivering hassle-free service across channels.

Key Responsibilities

• Handle inbound customer queries through voice calls, email, live chat, and social media platforms (Twitter, Facebook, Instagram, etc.)

• Provide prompt, courteous, and professional responses to flight-related inquiries, complaints, cancellations, rebookings, and general assistance

• Monitor and respond to mentions and DMs on social media in alignment with IndiGos brand tone and communication policies

• Escalate unresolved issues to relevant departments while ensuring timely follow-up with the customer

• Maintain accurate documentation of customer interactions and transactions in CRM systems

• Collaborate closely with ground staff, digital support teams, and customer relations to ensure service excellence

• Track recurring issues and customer feedback to recommend improvements in customer support strategies

Required Skills and Qualifications

• Bachelors degree in any discipline (preferred: Communications, Hospitality, Travel & Tourism, or related fields)

• Excellent command of spoken and written English and Hindi (regional languages are a plus)

• Strong interpersonal and problem-solving skills

• Comfortable using social media platforms, CRM tools, and contact centre systems

• Ability to multitask efficiently in a fast-paced environment

• High emotional intelligence and empathy in handling sensitive or distressed customers

Experience

• 0–2 years of experience in customer service, contact centres, or social media support roles

• Fresher candidates with excellent communication skills are also encouraged to apply

• Experience in aviation, travel, or hospitality sectors will be considered an advantage

Working Hours

• Rotational shifts (24x7 environment) including weekends and public holidays

• 9-hour shifts with 1-hour break; night shift allowances applicable

• Hybrid/Remote options available depending on operational requirements

Knowledge, Skills, and Abilities

• Strong understanding of customer service principles and airline operations

• Familiarity with customer handling etiquette on digital platforms

• Capable of managing sensitive conversations with calmness and professionalism

• Proficient with MS Office, social media management tools, and CRM software

• Time management and attention to detail are essential

• Passion for the aviation industry and customer-first mindset

Benefits

• Competitive salary package with performance-based incentives

• Night shift and weekend allowances

• Travel benefits including discounted flight tickets for employees and family

• Paid training and onboarding program

• Health insurance and wellness programs

• Opportunities for internal career progression within IndiGo

• Inclusive and supportive team culture

Why Join IndiGo?

At IndiGo, we believe in making flying simple, affordable, and delightful. As a member of our Voice & Support Team, you will not only gain hands‑on experience in customer engagement across modern platforms but also become part of an industry leader focused on innovation, growth, and people development. If you are driven by excellence and aspire to be a part of a dynamic, fast‑paced, and service-oriented environment, IndiGo is the place for you.

How to Apply

Interested candidates are encouraged to apply via the official IndiGo careers portal.
Or email your updated resume with the subject line Application – Customer Experience Associate to us