IndiGo
Company: IndiGo
Location: Delhi, Delhi/NCR, India
Posted On: 23 Feb 2026
Employment Type: Full-Time
About the Company
IndiGo is India’s largest airline by market share, renowned for its on-time performance, customer-centric approach, and operational excellence. IndiGo emphasizes a high standard of service, innovation, and safety while fostering a culture of inclusion and growth for its employees.
💼 Job Overview
IndiGo is seeking an Assistant Manager – Customer Experience to manage customer complaints, queries, and grievance resolution, ensuring timely, seamless, and high-quality service. The role is critical to maintaining customer trust and strengthening the airline’s service reputation.
The ideal candidate will be customer-focused, resilient under pressure, and adept at collaborating across departments to deliver optimal solutions.
🎯 Key Responsibilities
- Respond promptly and professionally to customer complaints and queries via email and inbound/outbound calls.
- Conduct outbound calls to drive resolution, validate customer concerns, and ensure complete satisfaction.
- Collaborate with cross-functional teams including Airport Operations, Inflight Services, Contact Centre, Finance, Legal, Marketing, Notifications, OCC, Codeshare, Ancillary, Sales, and Revenue Management.
- Maintain accurate records of customer interactions, issues, and resolutions.
- Identify process improvement opportunities to enhance the overall customer experience.
- Assess the sensitivity of escalations and evaluate legal, regulatory, and reputational risks.
⚡ Behavioural Competencies
- High resilience and emotional maturity in handling diverse customer profiles and challenging situations.
- Strong customer-centric mindset focused on trust-building and relationship management.
- Excellent negotiation, persuasion, and communication skills.
- Agility and adaptability in a dynamic operational environment.
- Proactive learning and continuous improvement mindset.
- Strong time management, prioritization, and multitasking abilities.
- Collaborative, dependable, and team-oriented.
🛠 Technical Skills
- Proficiency in English and Hindi (verbal and written).
- Strong typing and documentation skills with high attention to detail.
- Ability to navigate new systems and tools intuitively.
- Intermediate to advanced proficiency in MS Office applications.
🎓 Eligibility Criteria
- Education: Graduate in any discipline.
- Experience: Minimum 5 years in email/voice processes, grievance management, or customer service. Experience handling Indian customer base preferred.
- Industry Expertise: Understanding of customer-facing and backend aviation processes, global aviation regulations, conventions, and compliance standards.
🌍 Work Environment
- Rotational shifts with weekly offs, including night shifts.
- Work-from-office role based in Delhi/NCR.
📩 How to Apply
Apply now through the official IndiGo careers portal:
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To apply for this job please visit www.goindigo.in.
