Indigo Jobs Part Time

As our Customer Experience Manager, you will play a pivotal role in shaping the journey of every Indigo passenger. You will be responsible for leading a team of dedicated professionals, ensuring exceptional service delivery across all touchpoints, and driving continuous improvement in our customer experience strategy.

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Responsibilities:

• Lead and manage a team of customer service representatives, providing guidance, coaching, and performance development.
• Develop and implement effective strategies to enhance customer satisfaction, loyalty, and positive brand perception.
• Analyze customer feedback, identify areas for improvement, and implement solutions to address pain points and complaints.
• Proactively monitor key performance indicators (KPIs) related to customer experience and report on progress to senior management.
• Stay abreast of industry trends and best practices in customer experience management, and recommend innovative solutions for implementation.
• Collaborate cross-functionally with various departments such as operations, marketing, and sales to ensure a seamless customer journey.
• Contribute to the development and implementation of customer service policies and procedures.

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Skills & Qualifications:

• Minimum 5 years of experience in customer service management, preferably within the airline industry.
• Proven track record of success in leading and motivating teams to achieve ambitious goals.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical and data-driven approach to decision-making.
• Ability to work effectively under pressure and meet tight deadlines.
• Proficiency in MS Office suite and customer relationship management (CRM) systems.
• Passion for the aviation industry and a strong understanding of customer service best practices.

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