Email Support Specialist

Role Summary:
As an Email Support Specialist at IndiGo Airlines, you will be the primary point of contact for customer inquiries received via email. You will be responsible for providing timely, accurate, and empathetic responses to a wide range of customer queries, ensuring a high level of customer satisfaction and upholding the IndiGo brand standards.

Key Responsibilities:
- Respond to customer emails promptly and professionally, adhering to service level agreements (SLAs).
- Address customer queries related to flight bookings, cancellations, refunds, baggage policies, loyalty programs, and general travel information.
- Investigate and resolve customer issues by coordinating with relevant internal departments (e.g., Reservations, Operations, Customer Relations).
- Maintain accurate records of customer interactions and resolutions in the CRM system.
- Identify recurring customer issues and provide feedback to management for process improvement.
- Stay updated on IndiGo's policies, procedures, and service offerings.
- Escalate complex issues to senior team members or appropriate departments when necessary.
- Contribute to knowledge base articles and FAQs to improve self-service options for customers.
- Ensure all communication adheres to company guidelines and data privacy regulations.