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.
Understand and address the consumer queries effectively and actively on social media platforms.Identify the need to assign the case to social out calling team or CR team basis the sensitivity of the case.Establish the facts and gather details about the specific case by using the available tools, data and coordinating with different departments.Pacify the customers/social audience by giving proper resolution in line with policies and empowerment.Actively draft and publish communication for pro-active social care for customers.Flag off and report perceived threat on social media to the larger social group and stay prepared with media statement.Coordinate with different departments like Legal, PR, Digital, HR etc. when dealing with sensitive cases.Tag/Categorize the cases as per the respective departments.Share feedback with the respective departments/Airport wherever required.Build brand love and drive positive engagement on social media platforms.Manages social media volume with consistency and to manage their own quality of responses.Develops engaging, creative, innovative content/ideas for regularly scheduled posts, which enlighten audiences and promote brand-focused messages. Note - Should be comfortable with rotational shifts and rotational offs.
Qualification/Experience:
Bachelors or Masters Degree 3+ yrs of experience.Relevant experience in Customer Services, Complaints Handling, Online Reputation Management - ORM is Preferred.
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.
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’
