Manager - Customer Services Training

Indigo - Posted 2 months ago
$5k-9k/year  + Equity
*high salary
*Based on 0 Customer Service Agent salary records


Gurgaon, HR

Customer Service Agent
Company size
24k employees

Customer Service Agent Job description

IndiGo Customer Service

  • Partner with Inflight and AOCS to develop new pedagogical tools for crew members
  • Training of teams on new processes and SOP re-iterations
  • Partnering with the IFS and Catering team for new possibilities for fine-tuning service standards

Customer Service

  • Develop new initiatives to drive the processes across the network
  • Manage changes in learning frameworks for customer service training for the airline
  • Develop the internal customer service program for the airline

Training Delivery

  • Deliver training for 18 days a month, along with required travel
  • Conducting customer service refresher for IFS stakeholders and crew members
  • Partner in Design and TNI

Training Management

  • Managing IFS process and technical training - First Class training, Business Class training, Wine, Cheese and Alcohol training, Galley Loading Plans, Leadership Program, Cultural Diversity and International documentation,
  • Own and enhance the customer service training of the IFS cadre for the organization
  • Manage training compliance on LMS (learning management system)
  • Support and ensure seamless domestic and international service protocols
  • Implement a revised annual refresher based on current operational trends
  • Plan and conduct regular curative training

Customer Service Initiatives

  • Drive learning engagements with ICoaches at bases
  • Reviews of customer’s voice to identify the areas of improvement and drive initiatives for the same
  • Implement new training initiatives that enhance overall customer service delivery
  • Ensure process reiteration through learning ICoaches across bases
  • Launch of monthly Knowledge Enhancement assessment for IFS
  • Regular feedback/assessment for flagship programs
  • Weekly / monthly learning engagements for airports on service and international travel requirements

Compliance & Audits

  • Ensure customer service training compliance as per CAR and the internal standard
  • Ensure disability initial and refresher training compliance as per CAR
  • Training of an adequate number of employees in accordance with business requirements
  • Manage training compliance - IOSA/DGCA
  • Participation and support during internal and external audits as per the requirement.
  • Support the team during IOSA and DGCA audits
  • Ensure 100% upload of training data and compliance on LMS
  • Update and enhancement of ground training manual as per the requirement

Key stakeholder management

  • Working in close coordination with IFS leaders to drive key initiatives and organizational goals
  • Excellent networking skills within different teams (ops, marketing, flight ops, airport) to drive key projects 
  • Regular updates to leadership on the ongoing initiatives and campaigns
  • Seeking feedback from stakeholders and leadership for continuous improvement
  • Meetings and regular connections with internal stakeholders
  • Publish regular compliance reports to business
  • Bi-annual review of connecting with stakeholders

Customer Experience Engagement

  • Driving projects directly impacting customer experience for the organization
  • Working closely and in alignment with campaigns initiated by MoCA
  • Successfully drive customer engagement and cultural activities with the marketing team
  • Support NPS initiatives across the network through the team of regional instructors
  • Regular updates to the leadership team on the progress of various CE deliverables

Team management

  • Responsible for the team that is dispersed across the network
  • Accountable for ICoach that are from the bases with a dotted line to ifly
  • Audit and develop the skills of the trainers

Desired skills and experience:

  • 10 to 15 years experience with a minimum of 4-5 years in training
  • International airport operation experience of 7 years is desirable
  • Content development certification is desirable
  • IFS Training certifications

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