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 show that low cost does not mean low quality. With our fleet of over 320 aircraft, we operate well over 2000+ daily flights, connecting over 118 destinations (of which 32 international), welcoming 100 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, developing from a domestic carrier to a global aviation giant.
Department: LoyaltyLocation: GurgaonWork Mode: On-site
Key Responsibilities:
Escalation Management:Handle and resolve escalated customer cases related to loyalty program issues.Coordinate with internal teams (Customer Support, Tech, Product) to ensure timely resolution.Track recurring issues and contribute to root cause analysis.Customer Issue Resolution:Act as a point of contact for complex customer queries and complaints.Ensure high levels of customer satisfaction through prompt and empathetic communication.Maintain logs of issues and resolutions for continuous improvement.Digital Journey Optimization:Monitor the end-to-end digital journey of loyalty program members.Identify friction points or flaws in the user experience across web and app platforms.Collaborate with Product, UX, and Tech teams to implement fixes and enhancements.Data Management & Reporting:Maintain accurate and up-to-date records of member activity, redemptions, and engagement.Analyze data to identify trends, gaps, and opportunities for program improvement.Generate regular reports and dashboards for internal stakeholders.Program Partner Operations:Coordinate with external program partners for reward fulfillment, campaign execution, and service delivery.Monitor partner SLAs and ensure compliance with agreed terms.Support onboarding and integration of new partners into the loyalty ecosystem.
Skills & Knowledge:Educational: GraduateExperience: 1-2 yearsSkill Set Required: Strong verbal and written communication skillsExperience with reporting tools (e.g., Excel, Power BI, Tableau)Coordination across cross-functional teams (Product, Tech, UX, Support)Partner/vendor managementProcess documentation and SOP creation
Additional information
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.
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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’
