- Job Posting Date: January 6, 2025
- Location: Hyderabad, Telangana, India
- Company: InterGlobe Aviation Ltd (IndiGo)
IndiGo, India’s most reliable and customer-friendly airline, is seeking a Senior Executive – AO&CS in the role of Customer Service to join their team in Hyderabad. As one of India’s largest and most recognized carriers, IndiGo is committed to providing safe, punctual, and affordable air travel to millions of customers. This role offers an exciting opportunity for individuals looking to build a career in aviation while contributing to the continued success of IndiGo’s operations.
Job Purpose:
As a Senior Executive – AO&CS, your primary responsibility will be to ensure safe, secure, and on-time operations in accordance with the ground operations manual and all applicable procedures. You will play a vital role in handling customer interactions across various touchpoints, ensuring smooth operations at both departures and arrivals, and maintaining a high standard of customer service throughout.
Key Responsibilities:
1. Reservations & Ticketing:
A significant aspect of the role involves assisting customers with making reservations and handling ticketing. You will:
- Make Reservations Across the Counter: Assist customers in booking their flights and ensuring they have the necessary details for their travel.
- Sell Tickets: Process ticket sales and handle payment transactions with efficiency.
- Remit Cash to the Relevant Department: Ensure that all cash handling processes are completed in line with company procedures.
- Answer Customer Queries: Provide assistance over the phone to customers with inquiries related to reservations, ticketing, and general information.
2. Departures:
As part of your role, you will be responsible for overseeing the departure procedures, ensuring that everything runs smoothly for passengers:
- Attend Pre-Flight & Post-Flight Briefings: Participate in briefings to ensure all necessary information is communicated and the team is ready for operations.
- Setting Up Check-in Counters: Ensure the check-in counters are properly set up for passengers, contributing to an organized and efficient flow of operations.
- Screening of Checked-in Baggage: Responsible for the safe and thorough screening of checked-in baggage, in line with aviation regulations.
- High-Quality Check-in Procedures: Provide exceptional customer service during the check-in process, ensuring that all procedures are followed efficiently and that passengers’ needs are met.
- Assist Customers with Special Requests: Offer assistance to customers with special requirements, ensuring their needs are addressed promptly.
3. Arrivals:
In addition to handling departures, your role also extends to assisting passengers upon arrival:
- Assist with Special Requests: Help customers with special requests upon their arrival, ensuring that they are promptly taken care of.
- Mishandled/Damaged Baggage: In the event of mishandled or damaged baggage, you will assist customers in filing reports, and work with the baggage vendor to resolve the issue.
- Follow Up on Lost Baggage: Coordinate with en-route stations to trace lost baggage, ensuring customers are kept informed throughout the process.
4. Post-Flight Departure:
Your role will also involve tasks that occur after the flight has left:
- Filing Necessary Flight Papers: Ensure that all required flight documentation is filed in an organized and timely manner.
- Other Assigned Responsibilities: You will also be expected to take on any additional tasks as assigned by the management, contributing to the overall efficiency of the airline’s operations.
Skills & Qualities We’re Looking For:
- Communication Skills: Excellent verbal and written communication skills to interact with customers and team members.
- Customer-Centric Approach: A strong desire to help others and provide top-notch service to passengers.
- Attention to Detail: Precision in handling tasks like baggage screening, reservations, and ticketing.
- Problem-Solving: Ability to manage customer issues, such as mishandled baggage, delays, or special requests.
- Teamwork & Collaboration: Ability to work effectively in a team, ensuring that operations run smoothly and efficiently.
Qualifications & Experience:
- Educational Requirements: A high school diploma or equivalent is required; a degree in a relevant field is preferred.
- Experience: Prior experience in customer service or a similar role in the airline or hospitality industry is highly desirable.
- Knowledge of Airline Procedures: A basic understanding of airline procedures, ticketing, and reservations is a plus.