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Customer Service Executive

Date:  25-Nov-2022
Location: 

Hyderabad Operations (GA04EG01), IN

Company:  GMR Hyderabad Intl Arprt

 

JOB DESCRIPTION

 

 

Position Title

CSE

Job Code

 

Job Description Author

AGM

Sector

Airport

Business / Function

GHIAL

Department / Sub Department

Customer Facilities and Logistics

Designation

CSE

Job Responsibility Level

LI

Location

Hyderabad

Date

 

  1.  JOB PURPOSE

(Briefly describe the general purpose of the position or its significance from the organisation's point of view and how it contributes to the overall mission/objective of the organization).

 

This incumbent is responsible for the assigned task as follows;

 

  • Execute the Routine Operational requirement as follows;
  • Daily Inspection
  • Periodical Inspection
  • Monitoring and Supervision activity
  • Verification on contractor Manning level, Machinery, Chemical and tools
  • Managing VIP and Peak Hour Route
  • Implement QMS: Operation Procedure, collection and analyze data

 

In the absence of the shift in charge, step in and  take over the charges of handling shifts

 

 

  1.   ORGANISATIONAL CHART

{Please complete the organization chart below using only the generic (e.g. VP) and descriptive (e.g. VP Finance) job titles.}

 

 

 

 

 

 

Dy. Shift Lead - CFL

 

CSE

Organization Chart

 

 

 

 

 

 

Comments:

 

  • Reporting to Shift in Charge.

 

 

 

 

  1.   KEY ACCOUNTABILITIES

(List the responsibilities/duties associated with the job. For each responsibility/duty listed, give the factors on which an individual’s performance is judged).

 

Accountabilities

Key Performance Indicators

 To ensure that the appointed Service Provider fulfill’s the operational requirement as per SLA and the contract.  Utilities and passenger Facilities hygiene are maintained.

SLA adherence %

Adherence to operational, emergency procedures and policy decisions as per the standard operating procedures

Departmental manuals,  SOPS ,IATA guidelines

 To ensure that the cleanliness is maintained at required standard for the area used for any event organized by RGIA or any VVIP movement.

 

No of complaints received/addressed /as per escalation matrix.

Ensure the service standards as per ASQ parameter and come up ideas to enhance the services.

ASQ Score

Ensure façade / High raise building cleaning are completed as per the plan,

 

Inspect the other 38 ancillary buildings, roads & maintain the utilities.

Plan Vs actual of high raise / façade cleaning.

 

SLA adherence %,

Coordinate with internal & external stakeholder for ensuring upkeep of facilities for the allotted areas.

 

Upkeep of facilities

To record any instruction to service provider in Site Memo /Site Instruction as written evidence and also record in log book for any complaint, incident, irregularities any related

activity and analyze all quality data for reference and improvement

 SLA and KPI’s.

 

 

  1.   INTERACTIONS

(Describe the job roles that you interact with inside or outside the company to enable you to meet your accountabilities)

 

External - Roles  you need to interact with outside the organization to enable success in your day to day work

Internal - Roles you need to interact with inside the organization to enable success in your day to day work

Coordinate with various Concessioners / Retailers, Stakeholders at RGIA for upkeep the Airport cleanliness & Ambience Standards

All operations departments

 

Technical department , Security & control

 

 

 

 

 

  1.   DIMENSIONS

(List the significant numerical data which will reflect the scope and scale of activities concerning this job).

 

Financial Dimensions

(These should be quantifiable numerical amounts like annual budgets, project costs, annual revenue, purchase value etc.).

  • Not Applicable

 

Other Dimensions

(Indication of some of the significant volumes associated with the job like number in team/ staff handled etc).

 

 

  1.   SKILLS AND KNOWLEDGE

(State the minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent).

 

Educational Qualifications

Graduate / Post Graduate in Hotel Management with

 

Relevant and total years of Experience

  • Hospitality-Hotel/MNC/Airlines
  • 4+  years