Senior Executive - Customer Service Training (AOCS)

IndiGo (InterGlobe Aviation Ltd); Gurugram District; On-site; INR 550,000 - 850,000; Full time

Job summary

IndiGo (InterGlobe Aviation Ltd) is seeking a Senior Executive / Executive - Customer Service Training (AOCS) to deliver customer service and systems training for airport operations. The role covers domestic, international, and code-share operations, with frequent travel and rosters in a on-site setting.

Ideal candidates will have a graduate degree and 2-4 years in airport terminal operations, with strong communication and presentation skills and a good grasp of IndiGo policies.

Qualifications

• Graduate in any discipline.
• 2-4 years of experience in airport terminal operations.
• Strong knowledge of IndiGo policies and procedures.

Responsibilities

• Conduct customer service, system, and functional training programs per schedule.
• Deliver training across domestic and international operations including code-share.
• Update and enhance training materials, modules, and job aids.
• Travel extensively for training delivery across locations (approx. 18 days/month).
• Support organizational projects and engagement initiatives.

Skills

Airport ops

IROPS

Presentation skills

Stakeholder mgmt

Education

Graduate degree

Job description

Job Title

Senior Executive / Executive - Customer Service Training (AOCS)

Role

Customer Service Training - AOCS

Role Highlights / Summary

Responsible for delivering customer service and systems training programs for airport operations, ensuring service excellence, operational compliance, and continuous enhancement of training modules while supporting organizational projects and engagement initiatives.

Typical Interfaces

• Airport Operations Team (Domestic & International)
• Training & Quality Teams
• Customer Experience Team
• Cross-functional Operational Stakeholders

Key Responsibilities

• Conduct customer service, system, and functional training programs as per defined schedules
• Deliver training across domestic, international, and code-share operations
• Participate in and contribute to organizational projects and engagement initiatives
• Update, review, and enhance training materials, modules, and job aids
• Identify and implement innovative methods to improve training effectiveness and efficiency
• Ensure adherence to training quality standards and operational policies
• Support IROPs-related training scenarios and modules
• Travel extensively (approx. 18 days/month) for training delivery across locations
• Work in rotational shifts including morning and afternoon rosters

Required Skills

• Strong knowledge of airport terminal operations
• Expertise in handling domestic, international, and code-share operations
• Experience in managing IROPs (Irregular Operations)
• Thorough understanding of IndiGo policies and procedures
• Strong communication and presentation skills
• Ability to manage training delivery in dynamic environments

Qualifications And Experience

• Graduate in any discipline
• 2-4 years of experience in airport terminal operations

Reporting

• Reports to: Manager/Lead – Customer Service Training

Location & Work Mode

• Location: As per business requirement (Airport/Base locations)
• Work Mode: On-site with extensive travel
• Shift: Rotational shifts and rostered offs

Behavioral Competencies

• Strong interpersonal and collaboration skills
• Adaptability and flexibility
• High ownership and accountability
• Innovation and continuous improvement mindset
• Customer-centric approach