Associate / Sr. Associate | Gurugram | Air India

Date Posted: 22 Feb 2026
Location: Gurugram, Haryana, India
Company: Air India Limited

🏢 About the Company

Air India Limited is India’s flagship airline, providing domestic and international aviation services. The airline is committed to delivering exceptional customer experiences and maintaining high service standards across all touchpoints.

✉️ Job Title: Associate / Sr. Associate – Email Service Delivery

🎯 Job Purpose

• Respond to customer inquiries and address concerns related to aviation services.
• Provide accurate information and maintain a positive customer experience.
• Uphold the company’s reputation for exceptional customer service.

📌 Key Accountabilities

✔ Functional Activities

• Handle a wide range of customer inquiries, complaints, and requests received via email in a timely and professional manner.
• Respond with accurate information, offer appropriate solutions, and provide necessary assistance.
• Identify and resolve customer issues to ensure high satisfaction and minimize escalations.
• Maintain comprehensive knowledge of aviation services, policies, and procedures.
• Ensure professional email communication standards (grammar, tone, and clarity).
• Accurately record customer interactions in the CRM system (Salesforce).
• Collaborate with Sales, Operations, Finance, and Refunds teams for complex issue resolution.
• Provide feedback to the Associate Manager and stakeholders to enhance service processes and performance.
• Undertake additional responsibilities or standalone projects as assigned from time to time.

✅ Ideal Candidate Profile

• Strong written communication skills with excellent grammar and tone.
• Experience in customer service, preferably in aviation or service industry.
• Knowledge of CRM systems such as Salesforce.
• Ability to handle escalations and maintain service quality under pressure.
• Strong coordination and problem-solving skills.

📍 Location

Gurugram, Haryana, India

🚀 How to Apply

Interested candidates can apply through the official careers portal of Air India Limited.

🔵 Apply Here:

👉 https://careers.airindia.com/job/Gurugram-Associate-Sr_-Associate-Email-Service-Delivery/48666144/

(Apply early as positions may close once filled.)

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