IndiGo - Assistant Manager - Customer Relations

Position: Assistant Manager - Customer Relations

Reporting to: Manager - Customer Relations

Scope: Call Centre / Customer Relations.

Functional Responsibility :

A. Call centre operations

- Review day to day operations at call centre

- Review adherence to SLA

- Identify reasons for non-compliance of SLA

- Policy roll out at call centre once sign off received

- Documentation of new policy and amendments thereof.

- Enhance customer satisfaction experience at call centre

- Identify and minimize customer escalations

- To review training conducted for IndiGo process at a call centre.

B. Customer Relations :

- MIS / trends related to emails received at CR.

- Review responses sent to customer

- Develop canned messages for CR for the new product line and review the existing ones.

- Review procedure for better handling of emails.

- Orientation and training for a new hire.

C. Liasion with other departments like airports, inflight, legal etc:

- To resolve customer escalations.

- To implement new procedure

D. Handling Escalations

- Escalations emerging out of call centre to be addressed. If need be, contact the customer and provide resolution.

- Escalations emerging out of customer relations to be resolved.

- Be aware of and comply with his/her safety responsibilities and accountabilities as laid down in the IndiGo SMS Manual, Chapter Safety Policy and Objectives-