Manager - Customer Experience

Manger will administer the escalation team of customer experience and will lead a team of Sr. Executives, Asst Manager. 

ü Performance Management ensuring achievement of daily targets and adherence to Service Level Agreement (SLAs) specified.

ü Strong people Management & presentation skills.

ü Strong Intra-department relationship skills

ü Assisting in preparing data weekly deck.

ü Handling escalated, sensitive cases and amicably closing with the customer.

ü Ensuring thorough knowledge of process-related details.

ü Provide feedback and coaching for all team members as call and email quality/Process Updates/Organizational updates.

ü Updating statistical performance of the team for the previous day/ week.

ü Preparing development plans for every team member with a suitable action plan.

ü Taking customer calls and closing 10-12 customer complaints.

ü Handling Leadership escalations

ü Comfortable to work in shifts and weekends

The role involves extensive Out calling.

Persuasion skills

Resilience in handling difficult situations and demanding customers.

The person should be both a team player and an individual performer to ensure escalations are managed seamlessly

Effective skills on Root cause analysis, correction planning and execution

"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 connections 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, differently-abled status, marital status, nationality, age, family status, and maternity status"