Lead Customer Experience Support
IndiGo (InterGlobe Aviation Ltd)
Location
Gurgaon | India
Job description
Job Description
Job Summary This is a full-time on-site role as Head CX Support in Gurgaon. As CX Support Head, you will be responsible for leading and coordinating with different teams for support related to CX team request, requirement & issues across various Applications including Salesforce, Website, Mobile App, Call Centre, Notifications, Change Management, and more.
Roles & Responsibilities Salesforce and CRM Support: - Oversee support activities related to Salesforce and other customer relationship management (CRM) systems and applications.
- Ensure the team is equipped to handle customer inquiries, troubleshoot issues, and provide guidance on using CRM tools effectively.
Cross-Functional Collaboration - Collaborate with other departments such as Website, Network, Infra, Security, product etc to resolve all application support issues
- Work closely with other leaders to ensure a seamless and cohesive customer experience across all touchpoints
Team Leadership And Coordination - Lead and manage specialized teams responsible for supporting each function.
Notifications And Communication Support - Oversee the issue related to customer notifications and communication channels integrated with Salesforce and other applications
Change Management Support - Work closely with the different teams to implement changes to support CX team
- Develop and execute plans to mitigate any negative impact on the CX Team
Qualifications And Experience - Experience- minimum 10+ years
- Bachelor's degree in IT or management, or a related field. Master's degree is a plus.
- Good Understanding of IndiGo Digital Ecosystem, internal applications, passenger system & Salesforce
- Proven experience to manage internal business customers; experience in managing CX business stakeholders would be an added advantage
- Strong interpersonal and communication skills
- Should have Problem Solving attitude
- Familiarity with Ticketing tool like Service Now tool and ITSM principles
- Ability to collaborate effectively with various departments
- Strong analytical, problem solving, and decision-making skills
'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 connections 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, differently-abled status, marital status, nationality, age, family status, and maternity status.'
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