IndiGo is India’s largest and most preferred passenger airline and amongst the fastest-growing airlines in the world.We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian spanet. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.

The role is pivotal in managing customer complaints and queries, ensuring timely and seamless resolutions.

The ideal candidate will demonstrate excellent communication skills, resilience in high-pressure situations, and a strong customer-centric approach to drive satisfaction and strengthen IndiGo’s service reputation.

Key Responsibilities

• Respond promptly and professionally to customer complaints and queries through email and outbound/inbound calls.
• Conduct extensive outbound calls to drive resolution, validate customer concerns, and ensure complete satisfaction.
• Collaborate closely with cross-functional teams including Airport Operations, Inflight Services, Contact Centre, Finance, Legal, Marketing, Notifications, OCC, Codeshare, Ancillary, Sales, and Revenue Management.
• Maintain accurate, detailed records of customer interactions, issues, and resolutions.
• Identify opportunities for improvement within existing policies and processes to enhance customer experience.
• Assess the sensitivity of escalations and determine associated legal, regulatory, and reputational risks.

Behavioural Competencies

• High resilience and emotional maturity in handling challenging situations and diverse customer profiles.
• Strong customer-centric mindset with a focus on trust-building and relationship management.
• Excellent negotiation and persuasion abilities.
• Agility and adaptability in a dynamic operational environment.
• Proactive learner with a continuous improvement mindset.
• Strong time-management, prioritization, and multitasking skills.
• Collaborative and dependable team player.

Technical Skills

• Proficiency in English and Hindi (verbal and written).
• Strong typing and documentation skills with high attention to detail.
• High technical aptitude with the ability to intuitively navigate new systems and tools.
• Intermediate to advanced proficiency in MS Office applications.

Eligibility Criteria

• Education: Graduate in any discipline.
• Experience:
• Minimum 5 years of experience in email and voice processes, preferably in grievance management.
• Significant experience handling the Indian customer base.
• Prior experience collaborating with cross-functional teams and reporting to mid/senior leadership.
• Industry Expertise:
• Strong understanding of customer-facing and backend aviation processes across multiple touchpoints.
• Deep knowledge of global aviation regulations, conventions, and compliance standards.
• Clear understanding of inter-departmental workflows and ownership matrices within the aviation ecosystem.
• Work Environment:
• Comfortable with rotational shifts and rotational weekly offs (including night shifts).
• Work-from-office role based in Delhi/NCR.

Diversity & Inclusion Statement

At IndiGo, we are committed to fostering an inclusive and equitable workplace. All employment decisions are based solely on merit and qualifications, without regard to gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background.

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At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.

IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., xxxgoindigo.in). Please report any fake job offer to eco.goindigo.in

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’