Manager - Customer Experience

IndiGo; Gurgaon; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

IndiGo is seeking a Manager - Customer Experience to lead and optimize the handling of customer complaints and queries across email and voice channels. The role requires a strong customer-centric approach, resilience in high-pressure environments, and collaboration with multiple internal teams to uphold IndiGo’s service reputation.

The ideal candidate will have excellent communication skills in English and Hindi, a track record in grievance management, and extensive experience with

Qualifications

• Graduate in any discipline.
• 10–12 years of experience in email and voice processes, preferably grievance management.
• Strong communication skills in English and Hindi.
• Experience working with cross-functional teams and reporting to leadership.

Responsibilities

• Respond promptly and professionally to customer complaints and queries via email and calls.
• Conduct extensive outbound calls to drive resolution and manage escalations.
• Collaborate with cross-functional teams across various departments.
• Maintain accurate records of customer interactions and resolutions.
• Identify improvements to policies/processes to enhance customer experience.
• Handle escalations with attention to regulatory and reputational risk.
• Meet team KPIs and participate in process improvement projects.
• Demonstrate resilience and customer-centric mindset in diverse situations.

Skills

Communication skills

English

Hindi

Typing

Documentation

MS Office

Education

Graduate in any discipline

Tools

MS Office

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.

Job Title:Manager -Customer Experience

The role is pivotal in managing customer complaints and queries, ensuring timely and seamless resolutions.

The ideal candidate will demonstrate excellent communication skills, resilience in high-pressure situations, and a strong customer-centric approach to drive satisfaction and strengthen IndiGo’s service reputation.

Key Responsibilities

• Respond promptly and professionally to customer complaints and queries through email and outbound/inbound calls.
• Conduct extensive outbound calls to drive resolution, validate customer concerns, and ensure complete satisfaction to maintain own productivity and clear high ageing cases and manage team’s escalation cases
• Collaborate closely with cross-functional teams including Airport Operations, Inflight Services, Contact Centre, Finance, Legal, Marketing, Notifications, OCC, Codeshare, Ancillary, Sales, and Revenue Management.
• Maintain accurate, detailed records of customer interactions, issues, and resolutions.
• Identify opportunities for improvement within existing policies and processes to enhance customer experience.
• Assess the sensitivity of escalations and determine associated legal, regulatory, and reputational risks.
• Ensure the team KPI (key performance indicators) are met with support and guidance (own team and venders) pertaining to his Line of business
• Introducing projects for process improvements with measurable success
• High resilience and emotional maturity in handling challenging situations and diverse customer profiles.
• Strong customer-centric mindset with a focus on trust-building and relationship management.
• Excellent negotiation and persuasion abilities.
• Agility and adaptability in a dynamic operational environment.
• Proactive learner with a continuous improvement mindset.
• Strong time-management, prioritization, and multitasking skills.
• Collaborative and dependable team player and team manager

Technical Skills

• Proficiency in English and Hindi (verbal and written).
• Strong typing and documentation skills with high attention to detail.
• High technical aptitude with the ability to intuitively navigate new systems and tools.
• Intermediate to advanced proficiency in MS Office applications.

Eligibility Criteria

• Education:Graduate in any discipline.
• Experience:
• Minimum 10-12 years of experience in email and voice processes, preferably in grievance management.
• Significant experience handling the Indian customer base.
• Prior experience collaborating with cross-functional teams and reporting to mid/senior leadership.
• Industry Expertise:
• Strong understanding of customer-facing and backend aviation processes across multiple touchpoints.
• Deep knowledge of global aviation regulations, conventions, and compliance standards.
• Clear understanding of inter-departmental workflows and ownership matrices within the aviation ecosystem.
• Comfortable with rotational shifts and rotational weekly offs (including night shifts).
• Work-from-office role based inGurugram.

Diversity & Inclusion Statement

At IndiGo, we are committed to fostering an inclusive and equitable workplace. All employment decisions are based solely on merit and qualifications, without regard to gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background.

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.

Additional information

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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