Job Summary

Indigo Airlines is looking for dynamic and customer-focused individuals to join our Customer Service team as Customer Service Associates – Voice Process at our Gurugram office. In this role, you will be the voice of Indigo Airlines, assisting customers with inquiries, flight bookings, changes, complaints, and service-related issues. You will play a key role in enhancing customer satisfaction and contributing to our brand reputation as Indias leading airline.

Key Responsibilities

• Answer inbound calls and respond to customer queries in a professional and courteous manner.

• Provide accurate information about flight schedules, bookings, check-in, cancellations, and refunds.

• Handle customer concerns, escalate issues as necessary, and follow up for resolution.

• Promote Indigos services and products during interactions, ensuring cross-sell and upsell opportunities.

• Maintain detailed call logs and customer interaction records using internal systems.

• Meet or exceed customer satisfaction metrics, call quality standards, and performance KPIs.

• Work collaboratively with team members and supervisors to resolve passenger issues swiftly.

Required Skills and Qualifications

• Minimum educational qualification: 10+2 or Graduate in any discipline.

• Excellent verbal communication skills in English and Hindi.

• Strong listening skills and an empathetic approach to handling customer issues.

• Basic computer proficiency with knowledge of MS Office and CRM tools.

• Ability to multitask and work effectively in a fast-paced environment.

• A team-oriented mindset with a customer-first attitude.

Experience

• 0–2 years of experience in a BPO, customer service, or airline voice process role.

• Freshers with excellent communication skills are encouraged to apply.

Working Hours

• Rotational shifts, including weekends and public holidays.

• 9-hour shifts including a 1-hour break (Morning, Afternoon, Night shifts as per roster).

• 6 days working with 1 weekly rotational off.

Knowledge, Skills, and Abilities

• Knowledge of airline reservation systems and airport procedures is a plus.

• Familiarity with handling irate or escalated customer situations.

• Quick learner with the ability to adapt to evolving processes and technologies.

• Professional phone etiquette and a service-oriented approach.

• Capability to handle pressure while ensuring accuracy and quality in communication.

Benefits

• Competitive salary with attractive performance-based incentives.

• Travel benefits and discounted flight tickets for employees and family.

• Health insurance and wellness programs.

• Paid training with certification and career advancement opportunities.

• Employee engagement activities and reward programs.

Why Join Indigo Airlines?

• Indigo Airlines is one of the fastest-growing airlines in Asia, renowned for its operational excellence and customer service.

• We offer a supportive work culture that values integrity, innovation, and inclusiveness.

• Be part of a team thats passionate about delivering safe, affordable, and reliable air travel.

• Our workplace provides continuous learning, career growth, and a platform to make a real impact in the aviation sector.

How to Apply

Interested candidates can apply by visiting our official careers page.

Alternatively, send your updated resume to us with the subject line:
Application for Customer Service Associate – Voice Process (Gurugram)