Indigo Airlines Customer Service Associate – Voice Process Job – Gurugram Office

The Elitejob; Gurugram District; On-site; INR 260,000 - 420,000; Full time

Benefits offered by this job

Competitive salary and incentives

Travel benefits and discounted flights

Health insurance and wellness programs

Paid training and certification

Employee engagement programs

Job summary

Indigo Airlines is seeking dynamic customer service associates for its Gurugram office to handle voice process inquiries, bookings, changes, and service-related issues. You will be the voice of Indigo, aiming to enhance customer satisfaction and uphold the brand's reputation.

Role requires 0–2 years in BPO or airline voice processes, with freshers encouraged if you have excellent communication. Rotational 9-hour shifts, 6 days a week, including weekends.

Qualifications

• Minimum educational qualification: 10+2 or Graduate in any discipline.
• Excellent verbal communication skills in English and Hindi.
• Strong listening skills and an empathetic approach to handling customer issues.
• Basic computer proficiency with knowledge of MS Office and CRM tools.
• Ability to multitask and work effectively in a fast-paced environment.
• A team-oriented mindset with a customer-first attitude.

Responsibilities

• Answer inbound calls and respond to customer queries in a professional and courteous manner.
• Provide accurate information about flight schedules, bookings, check-in, cancellations, and refunds.
• Handle customer concerns, escalation issues as necessary, and follow up for resolution.
• Promote Indigo's services and products during interactions, ensuring cross-sell and upsell opportunities.
• Maintain detailed call logs and customer interaction records using internal systems.
• Meet or exceed customer satisfaction metrics, call quality standards, and performance KPIs.
• Work collaboratively with team members and supervisors to resolve passenger issues swiftly.

Skills

Communication

Verbal English & Hindi

Empathy

Multitasking

Team player

Education

10+2 or Graduation

Tools

CRM tools

MS Office

Job description

Job Summary

Indigo Airlines is looking for dynamic and customer-focused individuals to join our Customer Service team as Customer Service Associates – Voice Process at our Gurugram office. In this role, you will be the voice of Indigo Airlines, assisting customers with inquiries, flight bookings, changes, complaints, and service-related issues. You will play a key role in enhancing customer satisfaction and contributing to our brand reputation as Indias leading airline.

Key Responsibilities

• Answer inbound calls and respond to customer queries in a professional and courteous manner.

• Provide accurate information about flight schedules, bookings, check-in, cancellations, and refunds.

• Handle customer concerns, escalation issues as necessary, and follow up for resolution.

• Promote Indigos services and products during interactions, ensuring cross-sell and upsell opportunities.

• Maintain detailed call logs and customer interaction records using internal systems.

• Meet or exceed customer satisfaction metrics, call quality standards, and performance KPIs.

• Work collaboratively with team members and supervisors to resolve passenger issues swiftly.

Required Skills and Qualifications

• Minimum educational qualification: 10+2 or Graduate in any discipline.

• Excellent verbal communication skills in English and Hindi.

• Strong listening skills and an empathetic approach to handling customer issues.

• Basic computer proficiency with knowledge of MS Office and CRM tools.

• Ability to multitask and work effectively in a fast-paced environment.

• A team-oriented mindset with a customer-first attitude.

Experience

• 0–2 years of experience in a BPO, customer service, or airline voice process role.

• Freshers with excellent communication skills are encouraged to apply.

Working Hours

• Rotational shifts, including weekends and public holidays.

• 9-hour shifts including a 1-hour break (Morning, Afternoon, Night shifts as per roster).

• 6 days working with 1 weekly rotational off.

Knowledge, Skills, and Abilities

• Knowledge of airline reservation systems and airport procedures is a plus.

• Familiarity with handling irate or escalated customer situations.

• Quick learner with the ability to adapt to evolving processes and technologies.

• Professional phone etiquette and a service-oriented approach.

• Capability to handle pressure while ensuring accuracy and quality in communication.

Benefits

• Competitive salary with attractive performance-based incentives.

• Travel benefits and discounted flight tickets for employees and family.

• Health insurance and wellness programs.

• Paid training with certification and career advancement opportunities.

• Employee engagement activities and reward programs.

Why Join Indigo Airlines?

• Indigo Airlines is one of the fastest-growing airlines in Asia, renowned for its operational excellence and customer service.

• We offer a supportive work culture that values integrity, innovation, and inclusiveness.

• Be part of a team thats passionate about delivering safe, affordable, and reliable air travel.

• Our workplace provides continuous learning, career growth, and a platform to make a real impact in the aviation sector.