Job Description
Job Title: Senior Executive – Customer Experience
The Senior Executive – Customer Experience will play a critical role in addressing customer complaints and queries while ensuring a seamless resolution process. The ideal candidate will exhibit strong communication skills, resilience in challenging situations, and a customer-centric approach to enhance overall satisfaction.
Key Responsibilities:
- Respond promptly to customer complaints and queries via email and phone calls.
- Conduct extensive outbound calls to ensure issue resolution and customer satisfaction.
- Collaborate with departments like Airport Operations, Call Centre, and Finance to resolve customer concerns efficiently.
- Maintain and update records of customer interactions, issues, and resolutions.
Behavioural Competencies:
- Resilience in managing challenging situations.
- A customer-centric mindset with a focus on satisfaction and relationship-building.
- Strong negotiation and persuasion skills.
- Agility and adaptability in a fast-paced environment.
- Proactive eagerness to learn and improve.
- Effective time management and prioritization skills.
- Ability to work collaboratively as part of a team.
Technical Skills:
- Proficient in English and Hindi (both verbal and written).
- Strong typing skills with attention to detail.
Eligibility Criteria:
- Educational Qualification: Graduate in any discipline.
- Experience: 3+ years of experience in email and voice processes, preferably in customer grievance handling.
- Flexibility: Must be comfortable with rotational shifts and rotational offs (includes night shift)
- Location : Gurgaon (Work from office)
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’
